System maintenance

Our systems will be undergoing maintenance on the evening of Wednesday 22nd January starting at 7pm. During this period, services will be temporarily unavailable including Ali, the digital helper, the phonelines and MyAccount.
You can still contact us in an emergency. Call 01332 642202 to report emergency repairs, call 01332 956606 for emergency homeless advice. Deaf customers can text on 07860 097426.
We apologise for any inconvenience this may cause and appreciate your understanding.

Repairs to your home

Some damage to your home is unavoidable, most repairs are covered under your tenancy agreement and won't cost you anything.

In some circumstances we may recharge you the cost of a repair, this is for damage caused by:

a deliberate, accidental or careless act
neglect or misuse of the property

Your tenancy agreement explains more about Rechargeable Repairs.

Report a repair

How we prioritise repairs

Repairs are prioritised on:

the nature of the work
the impact to your home or neighbouring homes
your own individual needs and circumstances

We treat some repairs more urgently if you are elderly, disabled or have very young children in your home.

We have three repair priority categories:

Emergency
Urgent
Non-urgent/routine repairs

We will always do our best to complete the job in one visit. If we need to visit more than once, we will agree a follow up appointment with you.

Emergency repairs

Repair Issues that can cause harm to people or damage to the property are classed as emergency repairs.

Depending on the problem, we’ll attend as quickly as within two hours, we’ll always let you know how long it will be before we are with you.

As a priority,we will always make sure the situation is safe,and if we can’t complete the work there and then, we’ll arrange a follow up appointment.

Some examples of emergency repairs:

Making your home secure
Gaining entry to your home, if you are vulnerable or disabled
No lights or power
No running water
An uncontrollable water leak in your home
Making your home safe after a fire or structural damage

Urgent repairs

We aim to complete all urgent repairs within a week, and in some cases, within 24 hours.

We will always let you know when we are coming.

Examples of repairs completed within 24 hrs

Board up broken window
Blocked toilet
Bare wiring
Damaged electrical fitting
Partial loss of electrics
Unable to lock doors
Downstairs window insecure
Roof leak
Bad water leak inside your home

Examples of repairs completed within 5 days

Blocked sink, basin or bath
Leaking waste pipe
Loose banister rail/handrail
Individual sockets not working
Repair taps that are not working
Water leak that you can contain

We‘ll always look at your individual circumstances and judge the impact of the problem on your situation. For example, a broken shower will be a higher priority for someone who has no other form of bathing, than someone who has a bath they can use.

Non-urgent and routine repairs

Non-urgent or routine repairs are repairs that don’t require immediate action. In most instances these are jobs which can be done without serious inconvenience to you.

We aim to complete some non-urgent works within five weeks, but others may take up to 12 weeks if we need to order specialist materials or equipment.

Examples of non-urgent (completed within 5 weeks)

Dripping taps
Easing a stop tap
Cleaning out guttering
Repair to internal door

Examples of non-urgent (completed within 12 weeks)

Plastering repairs
New internal doors
New external doors
New kitchen units
Worktop replacement
Work requiring scaffolding