If you live in a rented home
We maintain the structure, exterior and some interior parts of your home. While we carry out lots of repairs, you have some responsibilities too.
If you are a shared owner or leaseholder
- If you live in a house, you are responsible for all repairs
- If you live in a flat, you are responsible for everything inside the home, plus any land mentioned in the lease.
- We are responsible for maintaining shared and communal areas which you may contribute to via: Service charges
- Responsibility for repairs to maisonettes depends on the design and layout of the building – check your lease for details
For more information see:
How to request a repair
We prioritise repairs depending on the issue and always aim to fix emergency repairs within 24 hours.
Routine repairs can be requested online
Also see: Gas leaks and emergencies
Coronavirus and changes to our repairs service
We are currently carrying out:
- Essential health and safety work such as emergency repairs, servicing and inspections
- Outstanding external work – for example fencing, work to boundary walls, paving, roofing, guttering etc
- Some outstanding routine internal repairs that were logged with us prior to lockdown.
Given the circumstances it may take longer than usual for us to deal with non-emergency repairs, but please be reassured that we will contact you when we are able to carry out an outstanding repair at your home – there is no need for you to get in touch, unless the repair you have already requested is no longer required.
At this time, we are unable to take any new routine requests and we will update this page when this changes.
Important – if you are due to have a repair or other home visit please:
- Let us know as soon as possible if you need to cancel the appointment for any reason.
- Inform us in advance if anyone in your homes is experiencing any Covid-19 symptoms or is self-isolating so that we can rearrange your appointment.
You can do this by:
Please bear with us and only contact us if you have an emergency repair.
Our staff will be putting into practice safe-distancing practices and following all precautionary measures if they need to come to your home. For more details see our Coronavirus FAQs
If you have an emergency, we will carry out work within 24 hours of you reporting the problem to us. An emergency is something which could cause danger to your health or safety, or serious damage to property.
Examples of emergency repairs include:
- Total loss of electrical power (where your supplier is not responsible).
- Unsafe power, lighting, sockets or other electrical fittings.
- Total loss of heating in winter months (between 1 Nov and 30 Apr).
- Making your home secure after a break-in or vandalism – we will need you to have a crime reference number from the police.
- Leaks that you cannot contain or ones affecting electrical fittings
- Dangerous structural faults.
Our staff will be putting into practice safe-distancing practices and following all precautionary measures if they need to come to your home.
For more details about what we are doing to protect our customers and staff and any further changes to our services see our Coronavirus webpage
Currently we’re not taking any urgent repairs requests. Please bear with us and only contact us if you have an emergency repair.
For more details see our Coronavirus webpage
Examples of urgent repairs:
- Partial loss of electrical power.
- Faulty electrical smoke detectors, if we fitted them.
- Total loss of hot water.
- Toilet not flushing - where there is only one toilet. If there is more than one, we will treat this as a routine repair.
- Minor water leak.
- Constantly running overflow pipes.
- Door-entry phone not working.
- Loose or detached banister or handrail.
Currently we’re not taking any routine repairs requests. Please bear with us and only contact us if you have an emergency repair.
For more details see our Coronavirus webpage
Examples of routine repairs:
- Loss of heating during summer months (between 1 May to 31 October)
- Brickwork repairs
- Dripping taps
- Extractor fan broken in a kitchen or bathroom
- Repairs to plasterwork
- Loss of one light/power socket
We make appointments for all non-emergency repairs and offer morning or afternoon time slots. Please ensure you are available for the duration of our planned visit and be aware that sometimes repairs can over-run.
If we can’t keep an appointment with you, we will try to let you know as soon as possible but if we do not give you 24 hours’ notice, we will give you £15. Where possible we’ll immediately rebook the appointment .
If you can’t make the appointment, please contact us as soon as possible to rearrange it. Please give us at least 24 hours’ notice so we can offer the slot to another customer.
Please be aware that severe weather may affect our repairs service. If so, we will update our website and social media accordingly.
Find out what repairs you are responsible for as a tenant.
We work to ensure your home remains in good condition. This includes gas and electrical servicing.
You can make home improvements yourself, but you need to gain permission first.
Find out what to expect if you are moving into a previously vacant home.
Find out what you need to do if you have an issue in your new-build home.
Together we can look after your home and improve your safety.
For the disabled, elderly or those in need of extra support at home