Report a repair

There are several different types of repairs — take a look at our guide below for how to deal with your repair.


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
  • For instant confirmation of your appointment time why not use our live chat facility (Mon – Fri 8am -6pm)
  • If your repair relates to your GAS heating or hot water you can email our gas contractor SURE direct and they will respond within 24 hours

Sign up to the tenant portal

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Login to the tenant portal

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Report repairs as a guest

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Book your appointment

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Use Live Chat below

How to report a repair video

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

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.

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

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.

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 in the Resident Area.

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.