CORONAVIRUS: Our offices are closed until further notice and we’re only carrying out a limited repairs service for now. Our phone lines remain open. For latest news, see our Coronavirus webpage

Cottsway worker carrying his toolbox

Repairs and maintenance

We provide a fast and effective high quality repairs service 24-hours-day, 365 days per year. The way we respond depends on the type of repair needed and your agreement type.

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.

See: Responsibility for repairs

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
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     Until further notice we are only carrying out:

    • Essential health and safety work such as emergency repairs and gas services
    • Outstanding external work that can be done safely in accordance with social distancing guidelines – for example fencing, work to boundary walls, paving, roofing, guttering etc. We will contact you in advance to let you know if we are able to carry out a logged external repair at your home.

    We hope to extend our repairs service in line with future reductions to the UK lockdown restrictions, however, other repair appointments continue to be postponed for the time being and we are unable to take any new requests for routine repairs.

    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 webpage

  • Emergency repairs
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    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. 

    Please call us if you have an emergency repair on 01993 890000 or 0800 876 6366

    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. 

    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

  • Urgent repairs
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    Coronavirus update

    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.
  • Routine repairs
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    Coronavirus update

    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)
    • Carpentry
    • Brickwork repairs
    • Dripping taps
    • Extractor fan broken in a kitchen or bathroom
    • Repairs to plasterwork
    • Loss of one light/power socket
  • Appointments
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    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.

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