Important Note

Please be aware that we are currently experiencing some intermittent technical issues with reporting repairs and complaints online. We are working to resolve the problem. In the meantime, please contact us by telephone.

• Our Customer Service number 0845 601 5042
• To report a repair, call 0845 045 1140

 

Report a repair

You can report a repair in any of the following ways:

• ONLINE (except emergency repairs 0845 045 1140)
• by calling our 24 hour repair line on 0845 045 1140
• in person at your local or estate-based office
• by sending a letter to Customer Services at Head Office
• by speaking to your local caretaker or scheme manager.

The repair process

When you contact us please tell us:

• your name, address and telephone number
• as much detail about the repair as you can and where it is.

What we will do
A Customer Services officer will place an order for works with a repair person. Usually this will be a contractor, working on our behalf.

We will:

• tell you what we intend to do
• tell you how soon we will do the repair
• send you a short satisfaction survey so you can tell us if you are satisfied.

Inspecting a repair

Sometimes repairs will need to be inspected before and/or after they are done. Where this is the case, the customer service team will make arrangements for someone from the maintenance team to carry out an inspection.

Monitoring repairs

Our customer service team will monitor your repair from report to completion. They will follow up any outstanding repairs where necessary and answer any of your questions.

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