Request a repair

Both you (as the tenant) and we (as the landlord) have responsibilities and obligations towards repairs.  We want to maintain our properties as well as we can, and we rely on you to help us by reporting repairs that might need to be done and allowing us reasonable access to do them.

Read our repair responsibilities page to find out who is responsible for which repair in your home. We have information about caring for your home including guides on how to use air source heat pumps. Read our Caring for your home section

Report an emergency or urgent repair

During working hours (Monday, Wednesday, Thursday, Friday - 8.45am-5pm, on Tuesdays we are open from 10am - 5pm), emergency or urgent repairs should be reported by calling 0300 123 4000 (Option 3).

Outside these working hours (after 5pm during the week, or anytime at weekends), emergency or urgent repairs should be reported by calling 0808 168 7794.

Report a routine repair

You can report a routine repair online, via our form:

Report a repair online form

Please note that it can take us up to three working days to process online form submissions received.

When you contact us, you will need to provide:

• Your address (or the address of the tenant, if you are reporting on their behalf) and up to date phone numbers and email address
• As much detail of the problem as possible
• When you would like the appointment for the repair, based on your availability to provide access (where necessary)
• Any restrictions on time when we could attend, for example, school runs
• Any other access issues
• Information on vulnerabilities that we need to be aware of

We have an in-house team of multi-skilled operatives, who travel in Babergh and Mid-Suffolk branded vans. Our friendly professional team wear uniform and carry ID badges. We do sub-contract out some work, such as double glazing and gas installations. The contractors that work on our behalf also wear ID badges and work to the same professional standards.

We will, where possible, 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. This is because you do not need to be home for us to carry these works out for you.

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.

Repair priorities

When you report a repair to us, we will advise you of the priority. This is so you know when you can expect the repair to be attended by. Our repair priorities are listed below and are in line with the Right to Repair Legislation

If you prefer, we can book your appointment outside of these time frames. Just let us know.

Emergencies

We will attend within 24 hours:

• Gas leaks
• Electricity power cuts (please check with UK Power Networks in the fist instance)
• Bare electrical wiring
• Electrical fittings coming into contact with water
• No heating or hot water between 1 November and 30 April
• Burst pipes
• Burst storage tanks
• Overflowing sewage
• Broken external doors
• Broken lifts
• Damp and mould if tenant has chronic medical condition

Urgent repairs

We will attend within 5 working days:

• Emergency repairs that we have already made safe
• Partial loss of electric power
• Partial loss of water supply
• Heating or hot water not working between 1 May and 31 October
• Blocked external drains
• Tap or stop valve that cannot be turned
• Leaking roof that is containable
• Door entry phone not working
• Mechanical extractor fan not working
• Loose or detached banister or hand rail
• Rotten timber flooring or stair tread

Routine repairs

We will aim to attend all other repairs within 20 working days. If we are not able to schedule your repair when you report it, we will phone you to book it in at the earliest opportunity. We will offer you either a morning appointment (8am to 1pm) or an afternoon appointment (1pm to 4pm).

Routine repairs involve non-urgent work where the repair does not cause immediate inconvenience or pose any danger to occupants or the public.

For example:

• renewing tiles
• sealant to bathtubs and sinks
• Repairs to plaster
• Toilet not flushing (when there is another toilet in the property)

Long-term planned maintenance work

We will attend within 90 working days. We plan to do work that doesn't fit into the other categories as part of long-term programmes, as this is the most efficient way of working.

Examples include:

• Servicing gas central heating
• Painting the outside of your home
• Repairing fencing
• Replacing kitchen units and bathrooms
• Fitting plastic windows
• Roofing work