Report a repair

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

ONLINE (except emergency repairs)
by calling our 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 repairs
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.

Rechargeable repairs

Repairs due to neglect, nuisance, accident or wilful damage, regardless of who caused the damage, are your responsibility under the terms of your tenancy. If we have to carry out any of these repairs you may be recharged for them.