How to report a repair
- Most of our repairs can be booked on MyAccount, our online customer portal. It's the quickest way to log a repair. With MyAccount you can track your repair from start to finish.
- You can also report an issue with a communal service eg lifts, cleaning or gardening on MyAccount
- For heating and hot water repairs, you can use our online repair form, which will tell you if you need to go to MyAccount or call one of our contractors
- You can call us during working hours from 8am to 5pm on 0800 3 282 282
- You should always report an emergency repair by phone.
We have different repairs and heating contractors depending on where you live. Find out who your contactor is.
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?
Repairs that are chargeable or your responsibility
Some small repairs may be your responsibility and it’s worth looking at our hints and tips pages or contacting a Hyde colleague, who will be happy to help if you’re not sure.
Very occasionally some repairs may be re-chargeable. This is quite rare, and normally occurs if there has been deliberate damage or misuse. We’ll always let you know beforehand – but the best way or preventing a re-charge is to look after your home.
Non-urgent repairs
We prioritise non-urgent repairs to ensure that those that matter most are actioned as quickly as possible. During the autumn and winter period, we could both prioritise and de-prioritise seasonal repairs depending on the time of year. For example, we would prioritise a repair to your heating during the winter over a repair to a garage or parking space.
Most repairs are completed within a 30 day timeframe, with some non-urgent repairs taking up to 120 days as we prioritise based on seasonal demand. This is as well as our ability to complete the task looking at factors such as weather conditions. This approach helps to keep you safe and helps us to be there for the repairs that matter most to you.
Repairs that may take longer include:
- Boundary fences
- External walls, brickwork and rendering
- Floor coverings
- Garage repairs
- Letterboxes – unless they have a fire safety compartmentation function
- Pathways, steps and other access points
- Parking space repairs
If there is a health and safety risk or wellbeing risk, we’ll ‘make safe’ first and complete the full repair using the 120-day priority when scheduling an appointment
We’ll aim to get your appointment booked in on your first contact with us, saving you another call or the need to log into our My Account portal. 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, and we’ll try to be as flexible as we can.
We also aim to complete the repair on our first booked appointment. However, this is not always possible given availability of labour, parts and the time it will take to complete the repair.
We, or our approved contractors, will often call or text 24 hours prior to any repair and send a text or call when they’re on their way. For some high demand repairs, we may text, email or call to ask you to reconfirm your availability before we arrive.
Please be aware that reporting your repair multiple times by different methods may result in your enquiry being duplicated or even cancelled. This could cause a delay in the processing of your enquiry.
Emergency repairs (which may result in an immediate risk to your health, safety or security or are likely to cause significant damage to your home)
This is our highest priority repair as they may result in a risk to your health, safety or security. We may also classify a repair as an emergency if we believe it is likely that the repair, if not actioned quickly, could cause significant damage to your home, your neighbour’s home or our property.
Emergency repairs are often a ‘make safe’ repair, such as isolating a leak, with a follow up appointment to fix the repair. We aim to complete a make safe repair within 24 hours with the majority attended to within four hours. The longer-term fix will then be prioritised and booked in within our normal service levels.
Find out if your repair is an emergency
Repairs that require consultation or take longer to complete
Some repairs may require consultation with other residents before we can begin the works (this is often called a S20 consultation). Some may require specialist equipment, teams or even permission from a local authority or similar organisation. To ensure that we can engage with all stakeholders and all relevant guidelines/legislation, we reserve the right to vary our service levels as required.
Vulnerable residents
If you or a member of your household has vulnerabilities, we’d like to help. Please make us aware of any vulnerabilities that we need to take into account, when booking your repair as this will help us to prioritise your repair. For more information please contact us.