Request a repair

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).

An emergency repair is a problem that represents an immediate risk to safety, security or health, such as:

  • No heating or hot water
  • Major damage to the structure of your home
  • An uncontrollable water leak
  • A gas leak – If you smell gas or fumes, you must immediately call the National Gas Emergency Service on 0800 111 999 and ensure you are safe before reporting it to us on 0800 048 8955
  • A dangerous electrical fault
  • An unsecure front door or window causing a security issue

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

An update on our repairs service

We are sorry if you have waited longer than usual for us to carry out a repair.

We are experiencing high demand for repairs as well as ensuring that we respond promptly to reports of damp and mould. This means it is taking longer than we would like, to complete some work.

We understand the frustration and disappointment that delays can cause and we are working hard to resolve these issues. We have put in place a new Priority Repairs Team and have temporarily changed some of our repairs timescales, so that you know when you can expect your repair to be completed.

Emergency repairs are not affected.

If you report damp and mould we will contact you by phone within two working days to book an appointment to visit your home. This visit should take place no later than seven working days after your report.

Repairs service status

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 (Monday – Friday)
Non-emergency 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
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, uncontrollable water leak, or report of gas leak, carbon monoxide or fumes.  If you smell gas, you should immediately call the National Gas Emergency Service on 0800 111 999 who will tell you what to do.

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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