Repairs
This section tells you how we keep our homes well-maintained. It explains how to order a repair, and what your responsibilities are for maintaining your home.
Online repairs reporting
It's now easier than ever to report a repair with us by using our interactive reporting system. Go to Report a repair
Reporting repairs by telephone
You can report repairs by telephone 24 Hours a day, 7 days a week. Call us on 0800 121 60 60* or 01795 434 606**
What do I do if I have an emergency repair?
In an emergency, call us. An emergency repair is anything which puts the health, safety or security of people at immediate risk, or can badly affect the structure of a building. We aim to complete emergency repairs within 6 hours1. If we're unable to do this (for example, because we need to order a part) we will make your home safe and tell you when we will return to complete the work. Click here for examples of emergency repairs.
Who is responsible for repairs?
You must not neglect or damage your home. You are responsible for keeping it well-decorated. You also have to arrange some repairs. For guidelines on what repairs you - and we - are responsible for click here.
Can you charge me for work you do?
If you ask us to do jobs that are your responsibility such as changing locks or replacing glass in windows, we will help if we can. We will charge you the cost of putting right any problems you cause through neglect, misuse or deliberate damage. This could be caused by you, a member of your household, visitors or guests.
How do I know my gas boiler is safe?
We carry out a free service each year to make sure that gas appliances in your home are safe. It will take around an hour. The engineer will service the boiler, check any other gas appliances for safety, and check any immersion heater for safety. If you have not had a gas safety inspection in the last 12 months please contact us immediately. For more information on gas safety click here or download our
Gas safety leaflet [182kb]
Will you make improvements to my home?
We aim to make sure that all our homes are maintained and modernised to a good standard. We have a long-term programme to work our way round all our properties to do the work that is needed. If you would like to know when work is planned for your home, give us a ring. If we are planning work in your home, we will consult you about it and give you at least 25 days' notice before the work begins.
What can I expect from workers?
We have a code of conduct that all our contractors sign up to. It sets out what you can expect when they carry out work in your home. You'll find a summary in our Service Standards leaflet [300kb]
Can I make my own home improvements?
Yes. With our written permission you can make certain improvements including fitting a new kitchen, building a patio and putting up a satellite dish. Gas fires and other gas appliances must be fitted and maintained by an engineer who is on the Gas Safe register. Electrical fittings or installations must meet relevant safety regulations. Your tenancy agreement says that before you start this kind of work, you must tell us in writing what you want to do and you must not start work until we have written back to give the go-ahead.
For more information on repairs and maintenance please download our repairs leaflet. Repairs and Maintenance leaflet [319kb]
1Except for West Sussex, where we will attend to emergency repairs within 24 hours.
