New and improved service
We have different repairs and heating contractors depending on where you live. When you call Customer Services you will need to select the option for your area to be transferred directly to your local contractor. You'll also need to select your contractor when reporting a repair online.
Click here to find out who your local contractor is and which option you'll need to select if you phone us.
How to report a repair
The quickest way to report a repair is via our online contact form.
You can also report a repair by phone, or via our App - please see our contact us page for details. You should always report an emergency repair by phone. You can also report an issue with a communal service, eg cleaning or gardening.
If you report a repair that is a result of damage or that is your responsibility you may be charged for that appointment and the repair if it is carried out. Find out more about recharges.
How quickly will we attend to your repair?
Emergency repairs within 4 hours (and made safe within 24 hours)
These are repairs which threaten health, safety or security or could cause significant damage to your home including flooding or total loss of electricity or water. Please note this will usually be a 'make safe' option - and a further appointment will be made to carry out a permanent repair. We will be with you within 4 hours, but please note it may take up to 24 hours to carry out the 'make safe' repair.
Non-urgent repairs within 20 working days
All non-urgent repairs will be attended to within 20 working days and arranged for the soonest available time slot convenient for you.
We’ll aim to get your appointment booked in on your first contact with us, saving you another call. We offer morning or afternoon slots so you won’t have to wait in as long for someone to attend. You can advise us of your availability when you report your repair via our online form.
All our contractors will make contact 24 hours prior to any repair and send a text or call when they’re on the way.
Please note, reporting your repair multiple times by different methods may result in your enquiry being duplicated causing a delay in the processing of your enquiry.
We may deal more urgently with some repairs for vulnerable residents. Please contact us for more information.