We aim to provide a responsive, value for money service to make sure that you live in a safe, comfortable, and secure environment.  We are focusing relentlessly on delivering high quality housing and maintenance services,

We commit to undertake a repair within 21 days, although average days for repairs to be completed are in reality a lot quicker.  A list of repair responsibilities can be found here.

Book or cancel a repair

Click here to go to the Customer Portal where you can make and change appointments.

Emergency Repairs

We provide a 24 hour, 365 day per year emergency repairs service.

In September 2023 we introduced a new option of 3-day urgent response repairs, in addition to our 4-hour emergency response time. 

We have two emergency repair options

  • Emergency: 4-hour response - any issue affecting the health, safety or security of you and your family or that may cause significant damage to your home or that of your neighbours. This can include gas leaks, no electricity or a lack of drinking water supply (further information is listed below)
  • Urgent: 3 working days - issues causing a significant loss of normal services for you and your family or could cause unnecessary damage to your home, the wider structure, or services (further information is listed below)

To report an emergency repair please contact us via webchat.  If you experience an emergency outside office hours please call us on 01628 543101.  

Emergency - 4-hour response (General homes & independent living schemes)

  • Where premises are unsafe following vandalism or hate crime, Domestic Abuse, immediate threat of harm or concerns for welfare
  • Blocked drains forcing water back up into the wash basin, bath, sink or only toilet
  • No drinking water supply
  • No heating or hot water between 30 September and 31 March
  • Total loss of power (electricity)
  • Gas leak
  • Unsafe power supply, lighting sockets or electrical fittings
  • No total lighting on shared staircases
  • Storm, accident, or flood damage to the building
  • Lift breakdown (if only lift)
  • Make safe broken glass where there is a security or injury risk
  • Removing obscene and racist graffiti from shared areas
  • Security issue with windows and doors (possible public access only)
  • Faulty fire alarm (communal/domestic)
  • Unable to exit communal fire escape
  • Carbon Monoxide alarm activation
  • Extreme weather (frozen pipes, wind damage, high temp)

Urgent - Respond within 3 days

We understand that is some situations, whilst a repair may not be an emergency, the impact of delaying the repair could be disruptive or lead to further damage. In these situations, our Contact Centre team will book an urgent appointment within three working days of your call.

  • No electricity to part of your home (Essential facilities effected will be an E4)
  • No water supply to part of your home
  • No flushing toilet if not the only toilet in property
  • No heating or hot water between 1 April and 30 September (Subject to circumstances)
  • Door entry system not working (isolate supply to allow free access)
  • Tap you cannot turn off
  • Banister, grabrail or handrail that is loose or has come away
  • Defective flooring including stairs and communal areas
  • Leaking roof, gutter or downpipes, if they are causing internal damage in the property
  • Inspection Falling masonry
  • Low battery warning on smoke or carbon monoxide alarms, Aico sensors
  • Containable leak likely to cause damage
  • If more than one exit and unable to exit front or rear door
  • Severe damp or mould

Supported Living, Sheltered Schemes and Care Homes - 24 hr response

  • Failure of individual nurse call point
  • Failure of electric mag lock on a secure door
  • Faulty light in service user’s bathroom
  • Individual emergency lights not working
  • Loss of heating to service user’s bedroom
  • Extreme weather impact
  • Loss of heating in communal areas
  • Loss of lighting to common areas
If you smell gas:
  • Switch off all gas appliances;
  • Shut off the gas supply at the meter control valves;
  • Call Gas Emergency Services on the Gas Emergency Freephone Number 0800 111 999
  • Open all doors and windows to ventilate the room;
  • Do not operate any electrical switches or use a naked flame.