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
The third national lockdown was announced on 4 January 2021 and we are following the Government’s ‘Stay at home’ advice where possible.
Due to the escalating number of Covid infections and higher transmissibility of the new variant of the virus, for the safety of our customers and staff we are postponing all routine repairs inside homes.
We are continuing to carry out essential visits until further notice – these are visits that constitute a health and safety risk, including emergency repairs and gas servicing:
- Emergency repairs - repairs that could cause danger to your health or safety, or serious damage to property.
- Gas servicing - we have a legal duty to carry out this servicing. If you have a service booked, you must let us into your home so we can carry out this vital safety check. For more information, see: Gas and oil heating
We are also continuing some other external work, such as fence repairs and painting, with safe working practices in place.
Please only contact us if you have an emergency repair. We are unable to take any requests for routine repairs at this time.
If you were due to have a routine repair carried out, we will be in touch as soon as possible to rearrange this.
Important – if you an emergency repair or gas service booked:
Our staff will be putting into practice safe-distancing practices and following all precautionary measures if they need to come to your home. They will wear a face covering and we encourage you to do the same for everyone’s protection.
Please ensure that you:
- Inform us in advance if anyone in your home is experiencing any Covid-19 symptoms or is self-isolating so that we can rearrange your appointment.
- Contact us as soon as possible if you need to cancel the appointment for any other reason.
If you are worried that you may have Coronavirus or the symptoms, please let us know so we can reschedule your appointment:
For more information about our services during this time, see our: Coronavirus webpage
CORONAVIRUS UPDATE: Our staff will be putting into practice safe-distancing practices and following all precautionary measures if they need to come to your home. They will wear a face covering and we encourage you to do the same for everyone’s protection.
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
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.
Coronavirus update: Following the Government’s ‘Stay at Home’ instructions we will only carry out essential visits until further notice – these are visits that constitute a health and safety risk, including emergency repairs and gas servicing. For more details see our Coronavirus webpage
We deal with urgent repairs within five working days of you reporting the problem to us. If we cannot repair there and then, we will order replacement parts and arrange another appointment to finish the work.
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.
Please call us if you have urgent repair on 01993 890000
Coronavirus update: Following the Government’s ‘Stay at Home’ instructions we will only carry out essential visits until further notice – these are visits that constitute a health and safety risk, including emergency repairs and gas servicing.
Please bear with us and only contact us if you have an emergency repair.
For more details see our Coronavirus webpage
We usually respond to the faults or repairs listed below within 20 working days. Sometimes it can take longer if it is something we are planning to do in the future anyway.
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
It is more cost effective for us to do some larger repairs, such as replacing windows or gutters, on a whole block or estate at the same time, or street by street, rather than in one or two houses. This may sometimes delay us dealing with a routine fault you have reported. We will tell you if there will be any delay when you report a problem.
You can report a routine repair to us online:
Alternatively, call us on 01993 890000 during office hours.
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