Reporting a repair

Under the tenancy agreement, you are responsible for:

• Decorating inside of your home
• Minor repairs and maintenance (for example, replacing light bulbs, sink/basin plugs, toilet seats and shower curtains)
• Keeping drains clear (unless a blockage is caused by a fault)
• Keeping your garden, terrace or balcony tidy and free from rubbish
• Mowing grass and maintaining your garden
• Preventing damage caused by neglect or misuse
• Insuring your furniture, floor and window coverings and other belongings. Find out more here.
• Maintaining and repairing anything you've installed inside or outside your home (for example, showers, kitchen appliances, sheds, decking, fences or decorative features.

If we have to carry out an emergency repair on anything that's your responsibility to keep it safe, we may charge you.

Need help?

If you need help to look after the parts of your home for which you're responsible, please ask a friend or neighbour, use a local handyperson or look on YouTube for 'how to' guides.

If you are an older person, or have a disability or health condition, please contact us, and we may be able to offer special help.

To report a repair, the quickest and most convenient way is through MyHomeOnline.

You can also call us on 0300 123 6000 or reach us here

We aim to complete emergency repairs within 24 hours. This includes investigating and addressing potential emergency hazards under Awaab’s Law.

An emergency repair is a fault or failure that poses an imminent or significant risk to your health and safety, or security, or that could cause significant damage to the property if not attended to immediately.

These include:

• Total loss of water supply
• Electrical hazards
• Loss of heating and hot water during winter*
• Blocked mains drains, soil pipes to your only toilet

Our priority is to make your home safe and prevent further damage within 24 hours. If we can't finish a repair on our first visit, we will arrange a follow-up appointment.

For heating problems that can't be fixed immediately, we will provide temporary heaters until the repair is completed. During warmer months, heating-related repairs will be addressed within ten days.

*If you have young children, a disability, or a loss of heating or hot water could otherwise impact your health, we will treat it as an emergency at any time of year.

We aim to complete urgent repairs within five working days.

An urgent repair is often a partial fault or failure. While not an immediate emergency, it requires a quick response to address a moderate risk to your health, safety, or security, ongoing discomfort or inconvenience, or to prevent further damage to the property.

Where possible, we will work around your household, work, religious and cultural needs. Please let us know about these in advance, so we can schedule your repair at a convenient time.

This type of inspection is currently used to investigate damp and mould hazards.

From October 2026 and April 2027, it will also be used to inpsect other potential hazards under Awaab's Law. 

If you report damp or mould in your home, we must:

• Investigate within 10 working days of being made aware
• Provide a written summary of findings within three working days of inspection
• Begin repairs within five working days if there is a health risk
• Complete emergency repairs within 24 hours
• Offer alternative accommodation if there is an imminent risk of harm and the home can’t be made safe in time.

These timeframes are now part of your tenancy agreement and are legally enforceable.

We aim to complete routine repairs within 28 working days.

Routine repairs are everyday issues that aren’t urgent and don’t pose any risk to your health or safety. They also don’t need immediate attention to prevent further damage. Because these repairs are less time‑sensitive, they can be arranged and completed over a few weeks.

These include:

• Repairs to doors, flooring, or windows, unless it's an emergency and affects safety or security
• Fixing kitchen fittings
• Other minor maintenance issues.

Where possible, we will work around your household, work, religious and cultural needs. Please let us know about these in advance, so we can schedule your repair at a convenient time.

We aim to complete responsive planned repairs within 60 working days.

To make sure we can complete your repair or maintenance work as scheduled, please give us access to your home for the agreed appointment.

To keep everyone safe, please keep any pets securely in another room or area during our visit. If you're unable to do this, please let us know in advance, so we can work with you to make safe arrangements.

Please don't smoke inside your home for at least one hour before and during the repair or improvement works. If your home is unacceptably smoky when we visit, we may need to reschedule the appointment.

We may charge you for any repairs resulting from neglect or damage caused by you, your family, or visitors.

Charges may apply to:

• Deliberate damage: repairs needed due to intentional damage by anyone in or connected to the household. Criminal damage may not incur charges if you provide a crime reference number. 
• Removed items: for any installation that's removed and needs replacing, unless you replace it yourself to an acceptable standard
• Neglect: repairs needed due to damage beyond normal wear and tear
• Unauthorised alterations: reinstating unauthorised changes to your home, unless the alterations are acceptable and we're able to give retrospective permission
• Removing rubbish: for example, furniture or rubbish left behind at the end of a tenancy.