Help and Support

We’ll carry out plastering repairs when:

• We’ve removed part of a ceiling to access a leak – we’ll repair this, either with a full replacement or a suitable patch
• A ceiling has been removed or damaged due to a leak
• Walls have been damaged by a leak
• Chimney areas have been affected by a leak
• There are larger cracks in walls or ceilings
• Small areas of external render need patching

There are some situations where plastering isn’t included:

• We don’t repair small, hairline cracks as these are classed as decorative
• If there’s an active leak in the area - we’ll attend once the leak has been fixed and the area has dried out
• Where you've removed wallpaper causing damages to the wall behind
• There is wallpaper up still in the impacted area
• There isn’t free access to the area
• You're a shared owner/leaseholder (unless your lease states otherwise)

• You can raise plastering repairs in your online account
• When raising your repair, please be clear where the issue is and include any pictures where you can
• You can also raise plastering repairs with our Customer Experience team by getting in touch
• We won't complete plastering works until a leak has been fixed and the area has dried out

• Before we attend, ensure that there is free access to the area
• When we arrive, we’ll assess the problem first
• If it’s a small repair, we’ll aim to fix it during the same visit
• If the work is more complex, we’ll arrange a follow-up appointment
• Larger jobs, such as repairing a kitchen ceiling, may take a full day to complete

To help plaster dry properly:

• You can put the heating on, but keep it at a low to moderate level
• Avoid placing furniture against freshly plastered walls until they’re fully dry
• Fresh plaster will look dark at first and gradually turn lighter as it dries

Drying times can vary:

• In warmer months, plaster may dry more quickly
• In colder months, it can take longer due to lower temperatures
• Be patient – turning the heating up too high can cause cracks
• It’s normal for plaster to dry unevenly at first
• Keep windows open where you can, to help with the airflow

• We don’t paint ceilings, as this is your responsibility. We’ll make sure the plaster is finished to a good standard so it’s ready for you to decorate
• Make sure the plaster has dried fully before decorating 
• A mist coat is a watered-down first coat of paint that helps seal fresh plaster
• We’ll apply a mist coat to newly plastered ceilings and walls
• We won’t apply a mist coat to small patch repairs – this will be for you to do