Request a repair

Due to the impact of COVID-19, our response time to non-emergency repairs may be longer than usual. 

Repairs are an important part of looking after your home. Sometimes repairs are necessary because of general wear and tear, or because things go wrong and need a little extra attention.

You can request a non-emergency repair by completing our online form below. Please DO NOT use this form to report emergency repairs.

If you have an emergency repair please call us on 0800 048 8955 (includes out-of-hours emergency repairs).

All repair requests are categorised in our responsive repair and heating/hot water repair timescales listed below.

Responsive repair timescales

We have upgraded our repair timescales to ensure that repairs are completed quickly and efficiently. This is what you can expect from our new and improved service:

Within 4 hours
Emergency repairs that present a health and safety risk and/or cause real danger to people or property e.g. unsecure door/window causing security issue
Within 24 hours
Routine repairs that take less than 1 hour to complete and cause significant inconvenience but are not a health and safety risk e.g. replacement tap.
Within 17 days
All other minor repairs that are not urgent e.g. joinery repair
30 days
External works that need to be completed outside of the MOT programme e.g. fence and gutter repair not covered by MOT
60 days*
*The timescale may increase if specialist work is required.
Major works where the cost is more than £500 or will take longer than a day to complete e.g. rebuild a brick wall

Please note that adverse weather conditions can impact on us being able to deliver repairs within these advertised timescales.

Responsive heating and hot water repairs

All of our heating and hot water repairs are carried out by our contractor, Phoenix Gas.

6 hours
Emergency – e.g. no heating or hot water, (winter period only 1 Oct – 31 March), uncontrollable water leak, or report of gas leak, carbon monoxide or fumes.

For all emergency repairs, an engineer will attend within six hours to make safe and fix the problem. If this is not possible alternative heating will be provided until the issue can be resolved within the timescales listed below:

5 days
Gas combi boiler repair.
10 days
Fire back boiler, solid or oil fuel appliance repair.
Solar thermal system repair.
15 days
Non-urgent e.g. problem with room thermostat, radiator valve or dripping radiator

Please note that adverse weather conditions can have an impact on Phoenix Gas being able to deliver repairs within these advertised timescales.

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