report a repair

Over the last 18 months we’ve formed working practices to keep customers and colleagues safe while continuing to deliver a repairs service.

We’re currently experiencing an unprecedented number of repair requests whilst also continuing to work through the backlog of non-urgent repairs that had to be put on hold throughout the pandemic. We are also experiencing some delays in obtaining the necessary materials and equipment that we need to complete certain types of repairs, as our suppliers adjust to different ways of doing things post-Brexit.

Unfortunately, all of these factors mean that we are currently taking longer than usual to complete certain jobs. We will carry on prioritising urgent and emergency repairs but customers may wait longer for routine repairs to be dealt with. Please consider this if you need to report a repair.

This is an issue affecting all Housing Associations in the region but please rest assured that we are constantly looking at how we can improve our availability and capacity to reduce waiting times.

We are responsible for keeping the structure and exterior of homes in good condition. In shared ownership and leaseholder housing schemes some responsibilities for internal repairs might vary from the ones set out in this table. Please refer to your tenancy agreement or lease for more detail.

This includes:

• The roof
• Drains, gutters and external pipes
• Outside walls, outside doors, window sills, window frames
• Internal walls, floors, ceilings, doorframes and skirting boards (but not internal painting and decorating)
• External decoration (normally completed every five years)
• Chimneys, chimney stacks and flues, including an obligation by law to carry out an annual gas safety inspection of all gas appliances in your home and to make sure that all flue ways are clear and working
• Pathways and steps
• Plasterwork (not minor cracks)
• Integral garages and stores
• Boundary walls and fences if they are there when you move in or we build them at a later date

We will also keep any installations provided for space heating, water heating, sanitation and the supply of water, gas and electricity in good condition. This includes:

• Basins, sinks, baths, flushing systems and waste pipes;
• Electrical wiring, sockets, switches, gas pipes and water pipes;
• Water heaters, fireplaces, fitted fires and central heating systems;
• Replacement of fluorescent tubes, starters and the installation of gas cookers to make sure you and your home are safe.

You’re responsible for the cost of repairs due to damage, as well as any decoration inside your home and the following:

• Keep the inside and outside of your home in reasonable condition, including gardens, garage and any outbuildings or sheds
• Report any repairs/property defects to us straight away
• Get written approval from our Strategic Asset Management team before making any alterations to your home
• Allow access to our employees, agents or partner contractors at reasonable times or in an emergency to carry out repairs to your home or any connected homes
• Replace plug fuses and standard light bulbs
• Make sure any cooker, heater or other gas appliance installed is fitted by one of our qualified engineers
• Carry out minor repairs e.g. replace sink plugs, tighten screws, re-fix loose door and window furniture
• Shave doors following the fitting of carpets
• Replace lost or broken keys
• Maintain fixtures and fittings such as curtain rails, and any other belongings that you install
• Clear blockages in waste pipes and toilets caused by a lack of care (cooking fat, hair, nappies)
• Replace toilet seats
• Test any fire detector fitted monthly and replace batteries when needed
• Take all reasonable precautions to protect your home from damage by fire, frost or water
• Do not store more inflammable materials or gases than needed for domestic use
• Carry out repairs to improvements or alterations you have carried out
• Keep common areas neat and tidy and free from blockages
• TV aerials unless it is a shared television aerial
• Maintain individual garden areas, trees and sheds
• Repairs needed due to neglect, abuse or accidents by yourself, your family or visitors to your home

If you have installed your own cooker or gas fire, we will carry out an annual gas safety check as part of our responsibility as a landlord. However, if there are any issues with the appliance it is your responsibility to get it fixed.

When leaving your home, make sure that you take all of your belongings with you, clear any rubbish, fix any damage and leave the house in a good and clean condition.

If you have an emergency repair, we operate a 24/7 out of hours service, open 365 days of the year. 

Some examples of an emergency repair are:

• Work needed to avoid immediate risks to health and safety
• Where there is extensive damage to the building
• Complete loss of heating, hot water or power
• A major water burst or flooding
• Major structural defects

We aim to respond to emergency repairs within 4 hours.

If you are looking to report an emergency repair, always call us on 0800 169 2988. 

If you think you can smell gas you should call the National Gas Emergency Freephone number 0800 111 999.