You can report a repair online now, except for emergencies, by completing our online form (select "I want to report a repair" from the drop down box).

Or

Phone: 0800 5875291

Phone: 01609 767900

You can also report repair to our area offices

If you need a repair you should:

• Give us as much information about the fault as possible
• Tell us your phone number so that we can pass this on to our contractor so that they can easily contact you, to arrange an appointment to carry out the repair.

Repair response times

Some repairs are more urgent than others. We, therefore, give each repair a priority. However, in exceptional circumstances, for example, where an elderly or disabled person may be particularly inconveniences, we may give a repair a higher priority than usual.

Emergency repairs

During our working hours, we aim to be there and solve the immediate problem within 24 hours. This may mean that we will carry out temporary repair and let you know when we can return to complete the work.

If an emergency occurs at night or a weekend we will only call a contractor out if the problem is so serious that it cannot wait until the next working day. If we do call out a contractor to a fault that is not an emergency, we may charge you the extra cost.

Emergency repairs are faults, which could be dangerous or put your health at risk such as:

• There is no power or lights (and not a general power failure) or there is an unsafe socket or fitting.
• Loss of heating in winter, where there is no other form of heating available.
• Toilet not flushing if only one toilet.
• Total loss of water supply (and not a general failure)
• Bursts on hot-water or cold-water supply, but only if you are not able to turn off the stop tap
• Water is affecting wiring after a burst
• Blocked drains or leaking foul drain, soil stack or toilet pan. (If only one toilet).
• Serious leaks inside the property
• Insecure outside windows, doors or locks.
• Lifts and fire alarms are out of order.
• A dangerous structure, such as a wall that might collapse.

Urgent repairs

We aim to complete these within 5 working days, unless it is more convenient for you to have an appointment outside this timescale.

Urgent repairs are those, which could damage the property or be inconvenient to you such as:

• Electrical repairs
• Loss of hot water
• Blocked sink, bath or basin
• Loss of heating in summer
• Leaking waste pipe or overflow
• Leaking roof
• Rotten timber floor or stair treads
• Loose or detached banister or handrail
• Door entry-phone not working
• Extractor fans not working (if no window in the room)

Standard or routine repairs

We aim to complete these within 15 working days, unless it is more convenient for you to have an appointment outside this timescale. These are faults that will not cause serious discomfort or inconvenience or long-term damage to the property such as:

• General joinery repairs
• Plastering
• Reglazing cracked panes
• Window repairs
• Repairs to kitchen fittings
• Minor plumbing repairs such as dripping or leaking taps
• Repairs to exterior walls, brickwork and roofs.

Sometimes, if there are extreme weather conditions we will not be able to attend in the timescales shown, either because of the volume of work required or because the weather makes it too dangerous to carry out the work.

In some cases we may add the work to a planned programme. This will make sure that we do the work in the most cost effective way. We will let you know if this is the case ad give you a timescale for completion. The types of work that this may apply to are:

• When major work or a full replacement is required; for example, new kitchen units
• When the work is minor and doesn’t affect your use of the fixture; for example, misting between the panes of double glazed units; or
• External work such as fences, gates and paths, unless there is a danger to you.

Appointments

We will arrange an appointment to carry out an urgent or routine internal repair. We can offer a morning or afternoon appointment, Monday to Friday. Depending on the type of work, we may also be able to do the work in the early evening or on a Saturday morning.

If, for some unforeseen reason we  are unable to keep the appointment we will phone you, if we have a contact number, to let you know.

If you cannot keep the appointment please let our contractor know in good time (if possible the day before) to avoid a wasted journey.

If you are not at home when the contractor calls, they will leave a card. It is then your responsibility to arrange another visit with the contractor; otherwise we will cancel the repair.