Repairs

How do I report a repair?

Did you know the quickest way to report a repair is via myhomeonline?

You can also email: customerservices@emh.co.uk

Or call us on 0300 123 6000. If you call us outside our regular opening hours, you will be directed to our out-of-hours service.

How soon will a repair be completed?

Emergency repairs

Response time: Within 24 hours.

Emergency repairs are those needed to avoid immediate danger to your health and safety, or serious damage and destruction to your home.

This includes things like total loss of water, unsafe electric fittings, total loss of heating in winter, and blocked mains drain, soil pipe or toilet if it is the only one in the property.

We will aim to make your home safe or prevent further damage. We may need to arrange a further visit to complete the repair.

At your request

Response time: You can make an appointment for a time that suits you.

If you have a repair need that is not an emergency but affects your comfort or convenience, you can make an appointment with us to carry out the repair at a time within normal working hours that suits you.

This includes things like follow-on works from an emergency, minor plumbing leaks or defects, minor electrical faults, and roof leaks.

Less urgent

Response time: Within three months.

If your repair need does not pose an immediate risk to your health and safety or is not materially affecting your comfort or convenience, we will class it as less urgent.

We will carry out your repair when we have a number of other jobs of a similar type or in your area to make sure we are providing tenants with a value for money service.

Less urgent repairs include things like repairs to fencing, doors, windows and floors, work to kitchen fittings and other minor issues.

If  the repair is needed by a resident who is vulnerable due to age, disability or another medical or social reason, we will do our best to respond as quickly as possible.

Providing access

Please make sure you provide us with access to your home for the agreed appointment. Where access is not provided or refused we may recharge you up to £50 for the visit.

No smoking

If you are having a repair or improvement works undertaken in your home, please do not smoke in the affected room(s) for one hour before and during the works.

We have a legal obligation to provide a safe working environment and residual passive smoke presents a health hazard. We reserve the right to refuse to enter a property which has cigarette smoke lingering, and to recharge if a return visit is necessary.

Recharges

Where it has been identified that residents have caused damage to their property, undertaken unauthorised alterations, or left possessions and/or rubbish behind when vacating, we may proactively seek to recover the costs from those residents for the costs incurred to rectify the damage/issues identified.

Where a non-emergency repair has been requested and it is evident that it is due to tenant damage, work will not be carried out unless the tenant agrees to pay for the full costs of the works in advance of them being carried out.