Frequently asked questions - Repairs and Maintenance

How do I report a repair?

The easiest way to report a repair is to use our online form and we will get in touch with you.

Alternatively, you can call us on 0800 953 0213.

Emergency Repairs - If your repair is an emergency, please call us 0800 953 0213. We are on hand 24 hours a day, 365 days a year for those times when you need us the most. See what qualifies as an emergency repair here.

What is an emergency repair?

Emergency repairs are those that are essential to protect your health and safety or to prevent any serious damage to your home.

Emergency repairs include:

  • An uncontainable leak
  • Total loss of power
  • Total loss of heating and hot water in a home without alternative forms of hot water e.g. electric shower.
  • Serious security breach (such as an insecure front door)
  • Major structural damage

What are the response times for repairs?

We provide a 24-hour repairs service. All works are prioritised, and you will be notified of which priority it will be given and timescales.

Currently the target times for responsive maintenance are:

  • Emergency – within 4 hours or within 24 hours 
  • Routine – up to 20 working days