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Report a Repair

There are many ways you can report a repair, but using Live Chat through Chatabot is quickest and easiest. Many simple issues around the home are quick and easy to fix:

Report a repair online form

Please make sure you complete all of the required fields. When submitting the form you will be redirected to a new page. If this does not happen, please check all of the fields are completed.


Talk to one of our Customer Contact Officers in real-time using the Live Chat option through Chatabot during working hours and they can provide you with an appointment during the chat.

If its outside working hours or you can wait for a response send us a message through Chatabot and the team will get back to you as soon as possible.

By email

You can email us your repairs using repairs@greatplaces.org.uk , if your repair relates to your GAS heating or hot water you can email our gas contractor SURE direct on greatplaces@suregroup.co.uk . When getting in touch via email please include your name, telephone number, full address and postcode and include as much detail as possible about your repair and when would be good for us to attend as this will help us find an appointment that suits you , will respond by email to let you know when we are coming.

Social Media

We monitor our Facebook Messenger during working hours (Monday to Friday, 8am to 6pm).

Further information

What happens when you report a repair?

  • We will automatically acknowledge receipt of your repair by email (we may need to talk to you about the repair before sending an appointment)
  • Provide you with an appointment date and time
  • Text you to let you know when we are on our way to your repair
  • Text you once we have completed your repair to confirm that it is finished to your satisfaction

Don’t forget, for instant confirmation of an appointment time you can log a repair using the Live Chat function on our website.

Repairs you are responsible for

You are expected to share responsibility for looking after and maintaining your home and there are some things we expect you to do yourself such as:

  • Replacing light bulbs and fuses
  • Replacing toilet seats, chains and plugs
  • Easing and adjusting internal doors
  • Maintaining internal door handles, bolts and catches
  • Replacing keys and lock changes if you lose your keys
  • Unblocking toilets, sinks, showers and baths
  • Internal decoration within your home
  • Replacing batteries in smoke alarms and door bells
  • Looking after your garden

If your repair falls into one of the categories above, take a look at our hints and tips.

To see a full list of responsibilities, visit:

Making home improvement changes

We appreciate that you may want to make changes and add your own personal touches to your home but you will need our permission before you can make any alterations. Please contact us to let us know about your plans and we will look into your request.

Please do not start making any structural changes to your home until we have approved your request.

Pests in the home

If there are pests in your home you will need to speak to the environamental services team at your local council or contact a specialist pest control company to have them removed.

We will then come and block up any entry points in your home once you confirm the pests have been removed.

You can request this repair quickly and easily online:

Know who is at your door

If Great Places colleagues or our contractors need to visit your home , we will always do our best to let you know that we are coming.

Ask to see ID. Whether we have an appointment or turn up on the off chance, our colleagues and appointed contractors will always carry ID. If they don’t show their ID card when they call, ask to see it before you let them in.

  • If you are unsure if visitors really are from Great Places check by calling us on 0300 123 1966 or via webchat.
  • If you aren’t sure don’t let them in “” genuine callers will wait or come back.
  • Great Places or our contractors will never ask for payment or collect monies from you.

If you have any doubts about the caller and their intentions and we have not been able to put your mind at rest, do not let them in your home and contact the police.

Home User Guide for new homes

If you have moved into a new home, take a look at the Home User Guide for help and advice:

The No Access - Enforcement Policy

Great Places take the association between health, wellbeing and property condition seriously and expect our customers irrespective of tenure, to place equal regard to resolving such issues that pose a risk to health.

It is therefore imperative that customers allow Great Places access to premises in order to rectify defects, undertake works and attend to property condition matters including inspections.

Where a customer prevents Great Places or their agents from gaining access to premises whether by avoidance, obstruction or unreasonableness, Great Places as a responsible landlord will take enforcement action to resolve the issue.

Enforcement action may involve reliance on tenancy terms, statutory obligations or a breach of trust or contract. Where Great Places relies on court action to gain entry for works, the costs associated with such applications may be passed on to customers by means of a costs order or re-charge.

In respect of works that require customers to temporarily decant from premises in order for works to be completed, Great Places will support customers to consider a range of options available to them. Where no suitable agreement is reached within a reasonable timeframe, relative to the risk posed to all parties, the enforcement route outlined in this section will apply.

What this means to you, our customer:

Your health and safety is our priority. If we have arranged an appointment with a customer for an issue in their property, including where this puts them at risk and we cannot gain access (e.g. not being home when arranged, to let us in) we may take further action.

This can include a court order requiring a customer to provide access. A breach of a court order can carry serious penalties. This can also be costly for the customer and may impact the health of customers or other members of their household.

So please always make sure you’re there to let us in when you have an appointment. Relying on enforcement is not how we want to work with our customers, but action will be taken when it is deemed necessary.