Making a complaint

Repairs in your home

We are responsible for some of the repairs and maintenance to your home and some of these responsibilities are yours as the tenant. You can find out more on tenant repair responsibilities.

Not a tenant? Take a look at our homeowner repair responsibilities page.

If you need to book a repair the quickest way is via MyAccount, or use our online Report a repair form.

Communal repairs

If you’d like us to repair something in a communal area,  (eg lifts, shared doors, hallway lights) we can get it done faster if you report it using MyAccount.

Communal areas

If there’s something you’d like us clean up in a communal area, we can get it done faster if you report it rather than making a complaint.

If you find graffiti, hypodermic needles or waste in a communal area, please contact us as soon as you can.

Please remember cleaning in your home is your responsibility.

We’re sorry. Please report it using MyAccount or using our repair form and we’ll rebook it for you.

Click through our guide to dealing with antisocial behaviour (ASB) to work out what is and what isn't antisocial behaviour, and what steps you need to take. 

Please contact our ASB team via MyAccount or by calling our customer service centre on 0800 3 282 282 to talk about antisocial behaviour, rather than our complaints team. 

If you think you have a pest problem in your home or a communal area please contact us. Please remember, it's your responsibility to keep your home clean, in good condition and free of rubbish that could attract pests.  If you fail to do this we could recharge you for dealing with pests in your home.

Please check our advice on dealing with household pests.

If you find a colony of bees, please bear in mind that they are an important and declining species. We recommend you contact the Bee Protection Society, who’ll be able to remove the nest and give you expert advice.

Please check our dedicated parking page to see how to appeal against a parking charge, apply for a permit or ask a general question about parking

Fence fixing

We will fix a boundary fence – one that separates a Hyde property from a road or public footpath. A dividing fence that runs between you and your neighbours is your responsibility. Have a look at our fencing page to see whether fixing it is your or our responsibility.

Caring for trees

If you have a tree in your garden, maintaining it is your responsibility. Trees in communal areas are our responsibility, although we won’t trim or remove them just to increase light or views. If you think a tree in a communal area is diseased or poses a safety risk, please call us on 0800 3 282 282. Trees that have a protection order, or that are growing in a conservation area, can’t be cut down.

Shed repairs

Free-standing sheds are your responsibility, so we don’t repair them.

If you report the problem using MyAccount or our repair form, we'll arrange to make any necessary repairs to your kitchen or bathroom. If repairs aren't enough then we may replace part of the kitchen or bathroom. However, we won't replace an entire kitchen or bathroom if they're working and otherwise in good condition. 

If replacement tiles, flooring, worktops or cabinets are required, we will seek to replace with the best possible match but there may be some colour or style variation.​

Suffered a leak?

If a leak causes damage, we won’t replace the entire kitchen or bathroom units, but we will repaint the affected area.

You need to make claims for damage to your personal belongings through your home contents insurance policy. If you think we are liable for damage and you want to make a claim, please get in touch by calling Customer Services on 0800 3 282 282.

If your home’s contents aren’t insured yet, we recommend using our special tenants contents insurance policy called the My Home Contents Insurance Scheme. We partnered with Thistle to create an affordable insurance scheme, which covers things like furniture, carpets, curtains, clothes, bedding, electrical items, jewellery, pictures and ornaments. Find out more about the cover on Affordable home insurance or call Thistle Tenant Risks on 0345 450 7288.

There's lots of useful advice to help you understand your service charges on our dedicated pages: Service charges

If you can't find the answer you're looking for, or you think there’s an incorrect charge on your statement, please speak to our dedicated Rent and Service Charges team by making an enquiry on MyAccount.