Skip to navigation Skip to main content Skip to footer
Plus Dane Housing
    • find a home
    • homes to rent
      • homes to rent
      • Homes Available to Rent
      • Immediately Available Homes
      • Liverpool One Apartments
      • Rent to Buy
    • homes to buy
      • homes to buy
      • New Homes
      • Other Homes for Sale
      • How to Find the Right Option For You
      • Our Step-By-Step Guide to Buying a House Through Shared Ownership
    • retirement living
    • featured links

      • Kings Moat
    • you and your home
    • rental customers
      • rental customers
      • Pay your Rent
      • Report a Repair
      • Your Tenancy
      • Alterations to Your Home
      • Maintenance Services
      • Our Standard for Homes
      • Rent and Service Charge Review
    • homeowners
      • homeowners
      • Repairs
      • Your Lease
      • Staircasing
      • How Do I Sell my Shared Ownership Home?
      • The cost of living increase for home owners
    • health and safety in your home
      • health and safety in your home
      • Gas Safety
      • Electrical Safety
      • Water Safety
      • Fire Safety
      • Asbestos
      • Lifts and Lifting Equipment
    • your voice
      • your voice
      • Plus Dane Voices
      • Join our NEW Customer Assurance Panel
      • Feedback and Complaints
      • You Said, We Did
      • Give us your views now...
    • about plus dane
    • who we are
      • who we are
      • Our Vision and Values
      • Our Board
      • Governance
      • Our Developments
      • Procurement and our Suppliers
      • Social Value
    • our performance
      • our performance
      • Our Annual Report
    • news, unity mag & blog
      • news, unity mag & blog
      • News
      • Unity Magazine
      • Blog
    • featured links

      • Meet our Board
      • Plus Dane Blog - Mental Health Awareness Week
    • supporting you
    • helping you into work
    • your health and wellbeing
      • your health and wellbeing
      • Mental Health Support
      • Aids and Adaptations
      • Free Summer Holiday Activities for Kids
    • your money matters
      • your money matters
      • Coping with the rising cost of living
      • Having Difficulty Paying Your Rent?
      • Advice About Benefits
      • Loan Sharks
      • Other Useful Advice
    • other support available
      • other support available
      • Floating Support Services
      • Supported Housing
      • Anti-Social Behaviour
      • What's on in your community?
      • Getting Online and Staying Safe
    • join our team
    • why join us?
    • current vacancies
    • apprenticeships
  • contact us
pay your rent report a repair homes to rent homes to buy
Home you and your home rental customers report a repair

report a repair

We know how difficult it can be when something goes wrong or breaks in your home, and so we'll always aim to get things fixed as quickly as possible for you. 

We are currently receiving high demand for our repairs service, so we have made some changes to how we deliver the service in light of some of the challenges we are facing. Find out about our response to repairs here.

The easiest way to report repairs is to use our handy reporting tool below to pinpoint the exact issue:

you can also report a repair by:

  • Downloading our app by searching 'Plus Dane' on App Store and Google Play
  • Drop us an email
  • Call us on 0800 169 2988

how to videos

We've put together a series of handy videos to help you carry out simple repairs like unblocking a sink or bleeding a radiator.

repairs responsibilities

It is important to us that your home is kept in good condition to make sure that they are well maintained, warm and safe.

We know that a good repairs service matters to you and we want to make sure that the service we provide offers value for money and, most importantly, meets your needs.

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.

emergency repairs

We know things can go wrong at any time, so we have an emergency repairs process with a 24/7 helpline.

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.

do you smell gas?

Is your carbon monoxide alarm beeping continually? Contact Cadent immediately to arrange an emergency visit on 0800 111 999.

If a gas or carbon monoxide leak is detected, Cadent will cap the gas coming into your home.

If Cadent report that you need remedial work after their visit, it is our responsibility to put this right - please contact us on 0800 169 2988 to report this.

Plus Dane Housing
Twitter Facebook Linkedin
  • find a home
  • you and your home
  • about Plus Dane
  • supporting you
  • join our team
  • contact us
Privacy Policy Accessibility Sitemap Terms and Conditions Anti-Bribery Policy Modern Slavery and Human Trafficking Statement Recruitment Privacy Notice Cookie Policy

2022 © Plus Dane Housing