Request a repair
During working hours, call 0300 123 4000 (Option 3) to request an emergency or urgent repair. Working hours are between 9am - 5pm on every weekday (apart from Tuesday, where the hours are 10am - 5pm).
Outside these hours (after 5pm during the week, or anytime at weekends), please call 0808 168 7794.
Not sure whether it's an emergency? Please visit our Emergency Repairs webpage for more information.
You can request a repair online, via our online form.
Please note that it can take us up to three working days to process submissions we receive.
Where possible, we will try to arrange a suitable date and time with you. This will depend on the repair priority, and our availability.
At times, this may mean you need to be flexible, as we must have an adult present during the call out. We do not book appointments for any work to the outside of your home or communal areas, as you will not need to be home.
It is important that you allow us access as arranged, so that we can complete the work required.
If you are not at home, your right to repair no longer applies. We will leave a calling card and try to reschedule the repair with you.
After two no access attempts, we will close your job down. You will then need to contact us to report the repair again.
Please let us know if at any time you are unhappy with the service, work carried out, or you have not heard from us when expecting to. If you organise your repair to be fixed, we are not responsible to pay for the work. It is therefore important you give us the chance to put this right for you.
We are responsible for carrying out most repairs to your home, but not all of them.
For a comprehensive list, please visit our Repairs to Council homes - your responsibilities webpage.
Please note that repairs to fixtures and fittings such as light bulbs, coat hooks, telephone ports, satellite dishes and curtain poles are your responsibility.
The repair and replacement of any item fitted by you - or gifted at sign up - is your responsibility. This includes carpets, laminates, and over floor coverings.
As a landlord, we have a duty to repair and maintain properties. We are committed to:
- providing safe, decent and comfortable homes which meet or exceed health and safety requirements
- delivering a high quality, responsive repairs service that provides value for money, in line with the requirements in the Regulator for Social Housing's Consumer Standard
You can download our Housing Repairs and Maintenance Policy.
We are committed to promoting equality, community cohesion and social, digital and financial inclusion.
We complete Equality Impact Assessments on our policies to ensure that they are fair and do not discriminate against protected groups.
You can download our impact assessment for our Housing Repairs and Maintenance Policy.