Coronavirus - national lockdown measures in place

New measures came into place across England on 5 November to help protect people, businesses and the NHS and prevent the spread of Covid-19.

More information about the lockdown can be found on our Covid-19 advice pages

Report a repair

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.

Coronavirus update - 29 July 2020

We are now fully operational and accepting non-essential repair requests. Please expect each repair request to be scrutinised and a risk assessment carried out so we can determine if it is safe to proceed.

If you are self-isolating

We cannot carry out general repairs if you, or anyone in your household, is self-isolating. If there is a direct safety risk, we will fix the issue.

Test, track and trace programme and booked repairs

If you have been advised to self-isolate through the test, track and trace programme, and you have a repair booked, please call 0330 119 3000, Option 2. We will arrange an alternative date to carry out the repair.

I have an emergency to report

Report an emergency repair

Please do not report emergencies by email or online.

How do I report a repair?

Report a non-emergency repair online

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: Amy Hardie. Last updated: 29/07/2020 11:58

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