Repairs

How do I report a repair?
 
You can report a repair in a number of ways: 
 
By telephone – between 8.30am and 5pm, Monday to Friday, dial our freephone number. If you need an emergency repair outside these hours, you can ring our out-of-hours emergency number. We may do a temporary repair and return to do a permanent repair the next day.

In person – you can call into either of our offices between 8.30am and 5pm, Monday to Friday.

By letter – you can write to us at either of our offices. But please don’t report emergencies or urgent repairs by letter as it will take us longer to do the repair.

Online – you can report repairs online. 

Reporting emergency repairs out of office hours
 
After 5pm all emergency repairs go though to our emergency call-out centre, run by First Point. First Point will take details of the emergency repair and then ask one of our appointed contractors to do what is needed to make the property safe. All other repair work needed after the property has been made safe will be dealt with within the usual timescales, listed above
 
Emergency repairs 0800 195 5255 (after 5pm).

What information must I give you when I report a repair?
 
Please tell us:

• your name (in the form you would like us to use)
• your full address
• a contact telephone number in case we need to ask you something else quickly 
•  when it would be most convenient for us to visit
• any special needs you have, for example if you are hard of hearing or can’t answer the door quickly. 
   
  

What will happen when I report a repair? 
 

• If you telephone or call into our offices, we will tell you the day we can call and whether we will come in the morning or afternoon.
• We will give you a reference number in case you need to contact us again about the repair.
• We will put the repair into a time band, depending on the work needed. We have agreed time bands for completing repairs in our contract with the Council.
• We will aim to complete the repair within the relevant time band.
• When we have completed the repair, the staff member will leave a card asking for your comments on how well they did the job. Please send the card back to us as this helps us improve our service. 
   
  

How quickly will you complete my repair?
 
We have three time bands for repairs:

• An emergency is a problem that could endanger the health and safety of anyone living in your home if we don’t put it right. We will complete the work within one working day.
• We will complete an urgent repair within seven days.
• We will complete a routine repair within 28 days. 

For information specific to Leaseholders and Tenants please read the seperate sections.