Report a Repair
Our employees and contractors
Repairs are carried out by our Repairs and Voids team or approved private contractors. Our employees and contractors carry official identity cards that include photographs so you should always ask to see identity cards and examine the photograph carefully before allowing them into your home. If you are in any doubt about the identity of a caller, do not let them in. Ask them to wait outside or call again later so you have time to confirm that they are genuine. You can do this by contacting our Customer Service Centre on 01438 211011.
The quickest and easiest way to report a repair is online.
When reporting a repair, please give us as much information as possible. You can upload a photo if appropriate. If we have enough information, we will order the repair straight away. Sometimes we may need to inspect the work first but we will let you know if this is the case.
You may be liable to pay for repairs caused by accidental damage, misuse or neglect.
If you are reporting damage caused by others, you should report this to the police first and make a note of the crime reference number.
When you report a repair, we will decide what category it falls into.
- Emergency - 24 hour response time
- Urgent - 5 working days response time
- Routine - 20 working day response time
We offer a variety of appointment times to suit you.
- Monday to Friday between 8am and 1pm
- Monday to Thursday between 12pm and 4pm
- Friday between 12pm and 3.30pm
- Monday to Friday between 9.30am and 2.30pm
If you are not home
If the agreed appointment becomes inconvenient for you, please call us back as soon as possible. Missed appointments cost money and you could be charged. Alternatively, you could arrange for a friend or neighbour to be at home on your behalf. This person must be over 18 and must stay in the property while the work or the inspection is being carried out.
If one of our operatives or a contractor calls and you are not in, they will leave a card asking you to phone to arrange another date. If you do not phone back, the job will be cancelled and you will have to report the repair again.
It is our intention to carry out all repairs as effectively as possible. Sometimes, it is not always possible to do them within the proposed timeframe. Even so, if your repair has not been done within the target time we would ask you to contact us so that we can follow it up.