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:

Using Chatabot 


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

Online using the Resident Area

A really easy way of reporting a repair is via MyPlace, our our new and improved customer portal.

Login to MyPlace

By email

You can email us your repairs using , if your repair relates to your GAS heating or hot water you can email our gas contractor SURE direct on . 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.

On Facebook

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

By phone

We’re open for business 8am–6pm, Monday to Friday. You can call us on our local rate number 0300 123 1966.

emergency repairs 

If your repair falls into the emergency category and you need to report this during working hours you can do this using Ask Chatabot and saying you have a repair to report and you will be connected to a live agent alternatively please call us on our local rate number 0300 123 1966, please listen to the options available as there are different options for the type of emergency you are reporting, selecting the wrong option may delay things for you.

Outside working hours you can also email emergencies to who work on our behalf, they usually respond to emails within 30 minutes.

An emergency repair is one which may be dangerous and immediately threaten your health or cause damage to your home, for example, repairs that involve water, electricity, gas or drains.

Examples include:

  • A complete loss of power due to an electrical fault
  • Having no heating or hot water in winter conditions
  • A flood or bad leak that cannot be contained
  • Smell of gas (phone the gas emergency number at 0800 111 999)
  • Ground floor doors or windows that are insecure

We will aim to attend your property to make safe or fix (where possible) any emergency repairs within 24 hours of you contacting us.

  • 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.

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.

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.

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: