Our repairs service covers a wide range of works, especially bigger jobs and emergencies. We have an in-house repairs team with more than 50 operatives and we also work with local contractors for some jobs.
Some repairs are your responsibility – these are smaller jobs, such as fitting light bulbs or replacing toilet seats.
You can report repairs to us 24 hours a day, 7 days a week.
The easiest and quickest way to request a repair is through an online account – click here to go to your online account or get started. You can use your account to request, view and manage your repairs appointments online, at a time that suits you.
You can email us to report a repair on email@example.com.
You can also call us any time on 0800 218 2247 – if it’s not during working hours, you’ll be put through to our out-of-hours service.
We'll carry out your repair as quickly as we can. How long it takes will depend on the type of repair you have requested and how much demand there is for that type of job at the moment, as your job will need to be allocated to an operative with the right skills.
It may also be affected by the availability of materials and the time of year – for example, plastering can't be carried out in very low temperatures and roofing work tends to be more in demand in the winter.
More complex repairs may need to be carried out by local contractors, which can take longer than jobs that can be completed by our in-house team.
We will always give priority to emergency repairs, such as urgent plumbing problems or a loss of heating or hot water.
You can see the current average waiting times for different types of repair below. Please note that these are for guidance only – depending on the circumstances of your repair, it may take longer. Some works are also dependent on the weather conditions. Please be assured that we will carry out your repair as quickly as possible.
Plumbing emergencies (e.g. leaks that can't be contained) – within 24 hours
Non-urgent plumbing – within 2-4 weeks
Carpentry/locksmith* emergencies – within 24 hours
Non-urgent carpentry – around 6-8 weeks
Plastering – around 8 weeks
Electrical emergencies – within 24 hours
Non-urgent electrical work – within 4 weeks
Guttering (up to two storeys high) – within 30 days
Fencing (communal/independent living) – within 6-9 weeks
Brickwork – within 8 weeks (external contractor)
Roofing – within 6 weeks (external contractor)
Flooring – within 8 weeks (external contractor)
Mould wash - Bookings will be available from early November
Boiler breakdowns & repairs
Total loss of heating or hot water (winter months) – within 24 hours
Total loss of heating or hot water (summer months) – within 5 days
Partial loss of heating – 5 days
*Please note that you may be charged for locksmith services.
To help you maintain your independence, we may be able to install mobility aids and adaptations to your home.
Aids and adaptations works can be quite complex, as we will work with specialist contractors as well as occupational therapists, who can make a referral on the tenant's behalf.
Please be aware that aids and adaptations jobs may take some time, because these jobs are often complex, expensive and in high demand. However, we will work with you to explain the process and help you make your application.
If you need to change your appointment, please let us know as soon as possible so we can get a new appointment booked for you.
We'll do our best to complete your repair on our first visit. You can help us by getting ready for our visit and making sure that any areas where we may be working are clean and clear.
This may involve:
● emptying kitchen cupboards
● removing shelving, mirrors, curtains, ornaments and other loose fittings
● moving valuables or small appliances from the work area
● cleaning items such as toilets before the operative arrives
● removing any rubbish or pet waste from garden areas
● keeping access points such as doors and alleyways clear
You can read our full responsive repairs policy here.