How to raise a repair
There are many different ways you can tell us if something needs fixing. The best way is online where you don’t need to pick up a phone.
- Before raising a repair it’s worth checking what repairs we’re responsible for and what repairs you're responsible for. You can do this here
- Please always refer to your tenancy agreement or lease, as this will list responsibilities related to your home
- In bad weather, our repairs service may vary, and we may not be able to complete certain repairs – find out more here
- You can report non emergency repairs through your online account by going to 'Manage repairs' and selecting 'Report a repair'
- You’ll be able to see updates to your repair or amend your appointment in your cases
- You can login 24 hours a day, 7 days a week
- Login or register for an online account today to get started. If you're registering, you'll need your customer reference number to hand
If you're unable to view the above video, you can also watch it on our YouTube page too.
- During opening hours, if our Chatbot is unable to solve your query, your chat will be passed to a member of our Customer Experience team
- If our offices are closed and our Chatbot is unable to solve your query, a case can be raised and a member of our Customer Experience team will be in touch by end of the next working day
- If your chat is passed to an advisor and we don’t hear back from you within 4 minutes, we’ll move on to the next customer. Our advisors will let you know before this happens
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- Call us for free on 0800 652 0898 and speak to our friendly Customer Experience team
- We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday (unless there’s a bank holiday)
- Our busiest times are between 9am and 10:30am and 2pm and 4pm. Mondays tend to be busy all day, so you might find it quicker to call us outside of these times
- If it's an emergency, our Out Of Hours team will be on hand to support and raise any emergency works
- If you have an emergency outside of our opening times, you can call us for free on 0800 652 0898. There’ll be someone to take your call any time of day or night
- An out of hours emergency repair is something that’s causing danger to you or your home. We’ll be with you within 24 hours to make it safe – usually quicker. Find out more here
For non emergency repairs, we complete repairs between Monday and Friday between 8am and 4.30pm (3.30pm on a Friday). We do not offer weekend or evening appointments.
We offer 4 time slots, which are:
- 8am- 12.30pm
- 10am- 2pm
- 1-4.30pm (3.30pm on a Friday)
- 8am-4.30pm (3.30pm on a Friday). This slot is used for longer and more complex repairs
For some repairs, we may use a contractor, and they may have different working hours/time slots.
- When you tell us about a repair, we’ll ask you all the details and give the job to 1 of our 300 tradespeople
- The repairs we can’t do are done by carefully selected specialist contractors. We keep a close eye on contractors to make sure they deliver the same high standards that we expect from our tradespeople
When we come to your home:
- Our staff and contractors know how important it is to show some ID when they come to your home. And if you have a question during the repair, please do ask - we’re happy to help
- For some repairs, we may need to inspect the area and assess the repair first before we can start work, which will mean that we need to raise a second visit to complete the work needed. This may be because we need to order parts, need to complete further checks or need more time to ensure we can complete the repair
- Please clear the area around the repair before we arrive. This includes emptying any cupboards involved and making sure the area's clean
- To keep children and pets safe, please keep them well away from the area we're working in. This makes it easier for us to work quickly and safely
- You can find out more information in this article
