Repairs and maintenance for tenants

Before you report a repair, check if it’s our responsibility to fix or yours: Repairs responsibilities.

The easiest way to report a repair

The quickest way to book a repair is through MyAccount, our online customer portal. You can log your repair and track its progress from start to finish.

Other ways to report a repair

• Online repair form for heating and hot water issues. This will guide you on whether to use MyAccount or contact one of our contractors
• By phone – Call us on 0800 3 282 282 (Monday to Friday, 8am to 5pm)
• Emergency repairs – always call us to report an emergency repair 0800 3 282 282 (available 24/7).

How do I report a communal repair?

You can report an issue with a communal service (eg lift, door entry system, cleaning or gardening) on MyAccount or by calling 0800 3 282 282.

Important to know

If the repair is due to damage or is your responsibility, you may be charged for the appointment and the repair. Find out more about recharges.

Emergency repairs

Emergency repairs are our highest priority because they may affect your health, safety, or security. We also class a repair as an emergency if it could cause serious damage to your home or a neighbour’s property.

• We aim to make safe within 24 hours (though most are attended to within four hours).
• A follow-up appointment will be booked to fully fix the issue.

Find out if your repair is an emergency

Non-urgent repairs

We prioritise repairs based on urgency to ensure the most important ones are completed first.

In autumn and winter, we adjust our priorities based on the season. For example, we’ll fix heating issues more quickly in winter than a garage or parking space repair.

How long will my non-urgent repair take?

• Most non-urgent repairs are completed within 30 days.
• Some repairs may take up to 120 days, depending on demand, weather conditions, and the complexity of the job.

Repairs that may take longer include:

• Boundary fences
• External walls, brickwork, and rendering
• Floor coverings
• Garage repairs
• Letterboxes (unless they are fire safety-related)
• Pathways, steps, and access points
• Parking space repairs
• Repairs that require consultation with other residents before we can begin the works (this is often called a S20 consultation)
• Repairs that require specialist equipment or permission from a local authority or similiar organisation. 

If a repair poses a health or safety risk, we’ll make it safe first, then complete the full repair within our 120-day timeframe.

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.

Yes, there are lots of simple repairs you can do yourself to keep your home in good shape. Things like unblocking sinks, replacing light bulbs, bleeding radiators or tightening cupboard hinges are all part of general home maintenance.

Our repairs team has put together some handy video guides to help you with common fixes. How to guides on repairs and looking after your home.

Not sure who’s responsible for a repair? Our repairs responsibilities page breaks it down for you. Always check your tenancy agreement for full details on repair responsibilities.

If you think you can smell gas or fumes:

Call the National Grid gas emergency call centre on 0800 111 999.

• Evacuate the property
• Keep people away from the area affected.
• Wait near – but not in – the property. The National gas emergency service will be with you within two hours.
• Turn off the gas at the meter.
• Open windows and doors.
• Put out naked flames.
• Don’t use electrical switches.
• Turn off all natural gas fuel burning appliances including cookers, fires, boilers etc.

If you have any symptoms of nausea or headaches you need to seek immediate medical attention.

Yes, some repairs may result in a charge. If a repair is needed due to damage caused deliberately, through neglect, or by accident, you may be responsible for the cost. Full details can be found on Rechargeable repairs

Key points:

• Repairs caused by deliberate damage or neglect are the tenant’s responsibility.

• Damage caused by household members, visitors, pets, or hired contractors may result in a charge.

• Permission is required for home improvements, and any substandard work may need to be repaired at the tenant’s cost.

• Accidental damage may be covered by home insurance, but if Hyde carries out the repair, the cost will be recharged.

• Lost keys, broken windows, and security-related damage due to neglect or misuse will be charged.

• Emergency call-outs that are unnecessary or due to tenant damage may result in a charge.

• If the police force entry to a home, the cost of repairs may be charged to the tenant unless a crime is detected.

• Leaks that damage other properties may be recharged if caused by tenant neglect or damage.

Check the full details on rechargeable repairs.

We carry out a range of improvements each year to homes, buildings, and estates, including replacing kitchens, bathrooms, windows, doors, and roofs. The timing of improvements is based on regular stock condition surveys and our five-year major works programme. Find out more on our Planned maintenance pages.

Key points:

• Regular stock condition surveys help determine when improvements are needed.

• A five-year major works programme is reviewed and updated annually.

• Validation surveys are carried out 6–18 months before planned work to confirm if it is necessary.

• Major works and cyclical decorations are planned together for cost efficiency.

Check the full details on improvement works - Planned maintenance.