We have our own Maintenance Services team that’s dedicated to providing great, well-maintained rented homes.

Before reporting a repair

Before reporting a repair, please check if it’s our responsibility or yours. You can do this, and read about the standard of service you can expect from us, by downloading our repairs service standard and guidance notes below.

Is your repair an emergency?

If you or your households’ health and safety or security is at immediate risk, or your home’s structure is damaged, it’s an emergency. Emergencies include uncontrollable water leaks and no heating in cold months (31st Oct-1st May). Please call us straight away on 0300 333 6540 if it’s an emergency. Think you can smell gas? Call 0800 111 999 immediately. If you see or smell smoke, call 999.

How quickly will your repair be done?

Emergency repairs – within 24 hours

• Repairs that put your health, safety or security at immediate risk.
• Repairs that could damage the structure of your home.

If you need any follow-on repairs as a result of an emergency, we’ll book these in line with the categories below.

Urgent repairs – seven calendar days

• Repairs that stop you using a facility in your home, like a blocked sink or your shower isn’t working.
• There’s a risk of further damage to your home if left, but there’s no immediate danger to you.

Non-urgent repairs – 28 calendar days

• Smaller repairs that aren’t urgent and won’t cause you harm or major inconvenience

Major repairs – 90 calendar days

• Larger non-urgent repairs that are more complex or need special parts or trades.

To report a non-emergency repair, please fill in the form below.

Repairs and maintenance performance

To understand how our repairs and maintenance services performed in the last year, and to find out more about the actions we’re taking to improve services, you can read our latest customer annual report on our how are we performing page.