Reporting repairs is often a condition of your tenancy agreement, so you may have to report any problems even if they seem quite small or if you're not too concerned about getting them fixed.
I have an emergency to report
Emergency repairs can be reported 24/7 on freephone 0330 119 3000.
Please do not report emergencies by email or online.
How do I report a repair?
Find out how to report a repair, or look at the repairs responsibilities page to work out if it's our responsibility or yours.
Once you report a housing repair, we will contact you within two working days to arrange an appointment.
Providing access to have repair work done
There is a legal requirement in every tenancy agreement that you must give access for repair work.
We, or our contractors, are allowed to access your home to see what repair work is needed and to carry out those repairs. Unless it's an emergency, you must be given at least 24 hours' written notice.
If there's an emergency and we can't get hold of you, we can gain entry if we need to get into your home. For example, if a burst pipe in your flat is causing water to leak into the flat below. However, if we need to get into your home to deal with an emergency repair, we are responsible for repairing any damage caused.
Why might I be recharged for a repair?
If we need to carry out a repair which is your responsibility, you will be charged for the cost of the work. This also applies if we have to clear rubbish you have left.
Your tenancy agreement states that you must keep your home clean, tidy and in a good state of repair. You will need to pay us for the cost of repairing any damage you cause to the property and fittings.
If you leave your home - which includes your loft, garden and garage - in a state of disrepair, or if you leave behind any belongings or rubbish, we will carry out the work required and charge you for it.
Please refer to this section if you are planning on carrying out any home improvements.
We will tell you if the repair will be recharged when you report it. We will invoice you for payment. You can make an arrangement to pay the invoice by instalments.
Page owner: Caroline Ottery. Last updated: 18/08/2017 11:28