Repairs and maintenance

We provide an emergency repairs service 24 hours a day, 365 days a year. 

For all other repairs, we will make an appointment wherever possible when you contact us.

We are committed to completing repairs on a ‘right first time’ basis and where possible, we will notify you of any changes to your repair or appointment in advance.

Reporting repairs online

• There is now a group of repairs which you can report online and book your own appointment for at a date and time slot that suits you. You will receive an email when you book with the order number and the date and time you selected.
• If your repair isn’t one you can book yourself, you will be able to let us know when you are usually free and we will book an appointment that suits these times. We will email you to confirm the appointment.
• In both cases, we will also email you the target timescale for completing a repair and we will specify any repairs that you are responsible for and advise if there is any cost that you will need to pay.
• You will receive a text reminder on the day before the appointment and again to let you know when the operator is en route.

Reporting repairs by phone or live chat

• When you report a non-emergency or emergency repair by phone or live chat, we will tell you what the target timescale is for completing a repair and we will specify any repairs that you are responsible for and advise if there is any cost that you will need to pay.
• Your appointment will be confirmed with you on the call or live chat and you will receive immediate confirmation by text.
• You will receive a text reminder on the day before the appointment and again to let you know when the operator is en route. 

Did you know? 

You can track all your repairs online here

We provide an emergency repairs service 24 hours a day, 365 days a year. 

For all other repairs, we will make an appointment wherever possible when you contact us.

Did you know?

You can track all your repairs online.

We have a legal responsibility to keep your home in good repair but some things are your responsibility to fix.

Who is responsible?

The information below should give you a quick guide to what we repair.

Repairs you will have to pay for

You will be charged for the repair if the following circumstances apply (although this list is not exhaustive):

• If it has to be carried out because of your misuse or neglect; this includes damage caused by people living with you or visitors to your home
• If you tell us the repair is an emergency repair and it is not (please click here to find out how we prioritise our repairs)
• If you do not provide access to the out-of-hours operative or inspector
• If you accept responsibility and require the works to be done.

We will not accept responsibility for paying the bill if you instruct a contractor to carry out work.

Please contact us with as much notice as possible by phone or live chat to cancel or change your appointment; we are unable to reschedule repairs once the operator is en route. If you are not able to give access to our operator to complete the repair at the scheduled time, you will need to contact us to rearrange this and we will cancel the original job until you are able to do this.

Did you know?

You rearrange your repairs appointment online. 

We need to prioritise repairs so that we can help the people who are most at risk of injury or who are suffering the most disruption because of a fault.

We need to prioritise repairs so that we can help the people who have the most disruption first.

Emergency repairs

Emergency repairs are to remove a life-threatening danger or rectify serious damage to the property.

Examples of emergency repairs are:

• Burst pipes, severe roof leaks or flooding
• Unsafe electrical fittings or wiring
• Blocked main drains or blocked soil pipe to the only toilet (not a blocked sink)
• Complete loss of electrical power or lighting
• Complete loss of heating, if there is no alternative source
• Unsecured external doors or windows (unless damaged by you, your family or visitors to your home)
• Lift failure
• Failure of warden alarm call system
• Toilet not flushing (where there is no other working toilet in the property)
• Offensive or racist graffiti.

You can check the priority status of a repair online.

 We’ve launched a scheme to help you fund improvements to your home.

If you’ve been struggling to get enough cash together to make some home improvements then our match funding initiative will be music to your ears.

We will contribute 50% of the cost of qualifying improvements, up to a maximum of £500, for eligible tenants. Examples of improvements covered under the match funding scheme are:

• Installing an electric shower over the bath
• Fitting extra lighting or plug sockets
• Fitting additional kitchen cupboard space
• Fencing.

To qualify for the scheme you must:

• Be up-to-date with your rent payments
• Have not received any formal notice or injunction for breach of tenancy from us in the last two years
• Put in writing the full details of the work that you intend to carry out and provide quotes.

Other provisions apply, so please contact us for further details.

To apply for matched funding please click here.

We want you to make your home your own but we need to make sure that any changes you are planning to make will be safe and suitable for possible future tenants.

If you wish to make improvements to your home – other than decorating or changing the carpet - you will need permission from us first.

Examples of improvements where you will need to get permission are:

• Installing a shower
• Updating kitchen cabinets
• Changing light switches
• Building a shed.

You will also need permission from us if you intend to fit fixed flooring – hardwood or laminate, vinyl and ceramic or porcelain tiles.

For minor works please complete the form immediately below.

For larger improvements please complete the form located at the bottom of this page.

We have to plan ahead and undertake work to keep your home in good repair. We call this planned maintenance.

Periodically our staff will visit to look at the condition of your home and will see what maintenance work needs to be done. Where the need for some improvements is identified, this will then be included in the planned maintenance schedule.

There are two types of planned maintenance:

Work that needs to be done every year

• Servicing any gas central heating boiler or fire in your home (this is a legal requirement)
• Servicing gas appliances that we have provided.

Maintenance work which needs to be carried out less frequently

• Replacing kitchen units
• Electrical re-wiring
• Replacing or improving bathrooms
• Replacing heating systems.

We will always write to let you know when we are carrying out planned maintenance work. We will give you a month’s notice before the work starts and we will try to accommodate any special requirements or arrangements you have while the job is being done.

If you have any questions then please or contact us.

We are committed to providing an aids and adaptations service to meet the needs of people with disabilities and to help them maintain their independence.

There are two types of adaptations available depending on the tenant’s needs.

Minor aids and adaptations

Minor aids and adaptations are relatively small items such as:

• Grab rails
• Banisters
• Lever taps
• Raised sockets
• Intercoms.

We will fund minor aids and adaptations with an estimated cost of less than £1,000, subject to budget availability.

Major aids and adaptations

Major adaptations include:

• Level access showers
• Stair lifts
• Wheelchair ramps.

These usually cost over £1,000 and often require alterations to the structure of the property. An Occupational Therapist will need to undertake a home assessment to determine whether or not it is required.

You or someone on your behalf can request an aid or adaptation by contacting us or calling 03333 204555. If your request is successful we will keep you informed of timescales for completion of the works.

If your property is unsuitable for an adaptation then we will discuss with you what alternatives are available.