Report a repair
Before you start
- Some minor repairs may be your responsibility as a tenant
- You may be charged for repairs caused by deliberate damage, misuse or neglect
- There are some minor repairs you may be able to fix or diagnose yourself using these self-help guides
The quickest and easiest way to report a repair is online via our form below. You will receive a response to your repair request within 24 working hours.
Before you fill in this form
You won't be able to save this form to complete later, so please allow yourself five minutes to fill it in.
If you are reporting an emergency repair please phone us instead using the details on the emergency repairs page.
When you report a repair we will ask you:
What, where and the severity of the problem, giving as much detail as possible
When you are available to allow access to your property
Email address and phone number to confirm your repair
You will need an email address to report a repair online. This is so we can contact you about the repair. If you do not have an email address, you can contact us by phone instead.
After your report we will then advise you
- If it is your responsibility as a tenant to carry out the repair
- If there are charges for repairs to be carried out and the cost
- Your job order number – keep this safe as this will make it easier for you if you need to speak to us in the future
- An appointment date and time slot when the repair will be carried out, where possible
How soon will my repair be done?
We know that when you report a repair you want it sorted as quickly as possible. But with a large amount of repair requests received each week we have to deal with the most urgent jobs first.
When you report a repair, we will tell you which of the following categories it falls into:
| Category | Works covered | Timings |
|---|---|---|
| Emergency repairs | No heating (for those vulnerable to the loss of heating) or a burst pipe | Carried out on the same day, usually within four hours |
| Urgent repairs | Broken windows, blocked drains or loss of hot water | Carried out within two days |
| Prioritised standard repairs | Mould and damp problems or a broken kitchen or bathroom extractor | Allocated an appointment within the next 10 days |
| Standard repairs | Less urgent jobs like repairing kitchen units, doors, fences or gates | Allocated an appointment within the next 25 days |
| Planned minor works | Non-urgent fencing, paving, guttering and re-pointing repairs, where there are no local circumstances indicating that a prompter response is required | May be carried out as a part of a larger repair as this is more efficient and economical |
If you have reported a repair and a tradesperson was not able to complete the repair at the first appointment, you can chase an existing repair.
Re-arranging or cancelling your appointment
If you are no longer available or no longer require the appointment, you need to let us know as soon as possible. You can use our online form below so long as the appointment is not today or tomorrow, otherwise you will need to contact housing services.
You can also use this form to re-arrange or cancel a stock condition survey as long as the appointment is not today or tomorrow.
Before you fill in this form
You won't be able to save this form to complete later, so please allow yourself a couple of minutes to fill in the form.
Remember: If you are out when our tradesperson calls, your job will be cancelled and a card put through your door. You will need to report the repair again and arrange a new appointment which will have an impact on how soon the repair is completed.
