My repairs and maintenance

Looking after your home is a partnership between ñNTR and you. We are responsible for most – but not all – of the repairs that could be required during your tenancy. You can check our shared responsibilities below, as well as requesting non-emergency repairs quickly and easily online.

Repairs are carried out by the skilled teams in Property Plus.

ñNTR and Property Plus are part of ñNTR Plus Group. Delivering this work in-house helps us get the best value for money and means that we can ensure that repairs are carried out safely, to our high standards.

You can also find information on things that customers often ask us about – including how to obtain permission for DIY and alterations.

Your responsibility

  • Condensation management
  • Blocked sink, bath, shower or toilet
  • Lost key
  • New bulb for lighting inside your home or for your security lighting
  • Cracked/smashed windows
  • Fixtures and fittings (e.g. curtain rails)
  • Minor cracks to plaster inside your home
  • Replacing a blown fuse
  • Decorating the inside of your home

Our responsibility

  • Lighting in communal entrance or landing
  • Window won’t close or open
  • Broken shower (if we fitted it)
  • Leaking roof
  • Loss of power
  • Problem with your hot water or heating
  • Repairing tap or kitchen unit
  • Damaged electrical socket
  • Replacement toilet seat
  • Inspect and take action over damp and mould

Repairs timescales

Emergency repairs

Immediate risk to safety, security or health – within 4 hours

Heating and hot water emergency repairs – within 6 hours
(No heating or hot water, uncontrollable water leak)

Routine repairs

Less than one hour to complete – target to complete within 24 hours (Monday – Friday).

All other routine repairs are currently taking longer than 17 days.

Major repairs – up to 120 days

We are sorry if you are having to wait longer than usual for a repair.

This is due to the extremely high demand for repairs. Please bear with us, as we are doing everything we can to resolve this temporary situation. We are bringing in extra resources to help tackle the backlog and will continue to keep you informed. Thank you for your patience during this time.

Emergency repairs are not affected.

Sometimes, customers need to move into temporary accommodation. This is usually because of a repair needed to their home due to an event, such as a fire or flood, or because it will not be safe for repairs work to be completed whilst you’re living in your home.

Our supported temporary move policy sets out what you can expect from us when you need to move out of your home temporarily.

Please note, if you have caused the damage to the property either deliberately or through your negligent actions, we may not always help with temporary accommodation.
Customer documents

Keep well & warm

Rising living costs mean that for households everywhere, it is harder to make ends meet.

In these difficult times, we are providing advice and information to save money, keep our homes warm and stay safe this winter.

Visit our dedicated page to find a round-up of help available from the government and other central sources.
Keep well & warm

Have you seen our handy ‘how to’ videos?

We’ve created some handy ‘How To’ videos to help you deal with issues you may encounter around your home.  Learn how to unblock your sink, locate and turn off your stop tap, and isolate a leak.

You can also discover what to do when your fuse box ‘trips’ – and how to find out what is causing the problem.

Watch now

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