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It’s important that before reporting a repair to us that you know what category it is.

This ensures we can provide the best service to you by allocating our resources in the right way.

It also helps you to report a repair accurately to us.

There are four different repair categories:

Non-routine: Isn’t related to any specific safety concern and we will  visit your home within 6 weeks. You can report a non-routine repair by completing a Report a Repair form.

Routine: Doesn’t pose any immediate danger to you or members of the public and we will visit your home within 4 weeks. You can report a routine repair by completing a Report a Repair form.

Urgent: Substantial inconvenience to you, immediate damage to your home or a potential health and safety risk. We will visit your home within 5 days. You can report an urgent repair by completing a Report a Repair form.

Emergency: Danger to ‘life or limb’, major damage to your home or your home isn’t secure. Examples could include total loss of power, an un-containable water leak or heating/hot water failure in the winter. We will visit your home within 24 hours. To report an emergency repair, please call our Customer Services team on 0300 333 6540.

Only emergency repairs should be reported to our out-of-hours service which operates after 5pm and before 8.30am.

To access our out-of-hours service, please continue to call us on 0300 333 6540.

The out-of-hours service is intended to make sure your home is safe until the next working day. Full repairs will be carried out in normal working hours.

If you’re in any doubt about the category your repair falls into, please contact our Customer Services team.

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More information:

0300 333 6540

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