For emergency repairs including those outside office hours and at weekends call 0300 123 600.
If you smell gas call the National Gas Emergency Service on 0800 111 999. To report non-emergencies and all other repairs, please use:
We’re here to help keep your home safe, comfortable and well-maintained. If something goes wrong, it’s important you let us know as soon as possible, so we can put it right.
For information about dealing with damp, mould and condensation please take a look here
We are responsible for keeping your home safe, secure and waterproof. This includes:
- Building structure – roof, walls, windows, doors, gutters, downpipes and drains
- Decorating the outside of your home
- Essential services and facilities – heating, cold and hot water, electrical wiring, plumbing, mechanical ventilation, kitchen, toilet and bath/shower.
- Internal structure – keeping the inside walls, doors, floors, ceilings and steps/stairs of your home structurally sound and free from damp and disrepair
- Communal areas – shared entrance, hall, stairs, landing, lighting, lift and door entry systems.
Please report repairs to us promptly and give us access to your home so we can do the necessary work.
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.
Emergency repairs are those that pose an immediate risk to your health and safety or that could cause serious damage to your home. These include:
- Total loss of water supply
- Electrical hazards
- Loss of heating and hot water during winter*
- Blocked mains drains, soil pipes or 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 seven 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 routine repairs within 28 working days.
Routine repairs are non-urgent issues that do not pose an immediate risk to health and safety or significantly impact your daily comfort. 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.
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.
Repairs for Shared Owners
Please visit the shared owners section of our website for information about repairs and maintenance.
Click here