Repairs and Maintenance

We are committed to providing high-quality housing and maintenance services so you can live in a safe, comfortable, and secure home.

If something needs fixing, we aim to complete repairs within 21 working days — though most are completed much sooner. You can check repair responsibilities here.

Book or Cancel a Repair

You can book or change an appointment anytime through our Customer Portal here.

Emergency Repairs

We provide 24/7 emergency repairs, every day of the year.

In September 2023, we introduced 3-day urgent response repairs, alongside our 4-hour emergency response time for more critical issues.

Emergency Repair Options:

🔹 4-hour emergency response – repairs for urgent issues that affect your health, safety, or security or could cause major damage to your home or neighbours. This includes gas leaks, no electricity, or a loss of drinking water supply.
🔹 3-day urgent response – repairs for problems causing significant disruption to everyday life or issues that may lead to further damage.

To report an emergency repair, contact us via webchat or call 01628 543101 outside office hours.

Emergency Repairs (4-hour response)

We respond within 4 hours to the following critical issues:
✅ Unsafe premises after vandalism, domestic abuse, or immediate welfare concerns
✅ Blocked drains backing up into basins, baths, sinks, or your only toilet
✅ No drinking water supply
✅ No heating or hot water (between 30 September and 31 March)
✅ Total power loss (electricity)
✅ Gas leak
✅ Unsafe electrical supply, sockets, or fittings
✅ Broken communal stair lighting
✅ Storm, flood, or accident damage affecting your home
✅ Lift breakdown (if it's the only lift)
✅ Broken glass posing a security or injury risk
✅ Obscene or racist graffiti in shared areas
✅ Faulty fire alarms (communal or domestic)
✅ Blocked fire escape preventing exit
✅ Carbon Monoxide alarm activation
✅ Extreme weather damage (frozen pipes, wind damage, high temperatures)

Urgent Repairs (3-day response)

Some issues may not be emergencies but need quick attention to avoid further disruption or damage. If this applies, our Contact Centre team will book an urgent repair within 3 working days.

🔹 Partial electricity loss (affecting essential facilities)
🔹 Partial water supply loss
🔹 Non-flushing toilet (if you have another toilet in the home)
🔹 No heating or hot water (between 1 April and 30 September, subject to circumstances)
🔹 Faulty door entry system
🔹 Tap that won’t turn off
🔹 Loose or broken handrails or grab rails
🔹 Unsafe flooring or stairs (including communal areas)
🔹 Leaking roof, gutter, or downpipe causing internal damage
🔹 Falling masonry inspection
🔹 Low battery warning on smoke or carbon monoxide alarms
🔹 Containable leaks likely to cause damage
🔹 Front or back door exit blocked (if multiple exits exist)
🔹 Severe damp or mould

Supported Living, Sheltered Schemes, and Care Homes (24-hour response)

🔹 Nurse call point failure
🔹 Secure door mag lock failure
🔹 Faulty bathroom light in service user’s room
🔹 Emergency lighting failure
🔹 Loss of heating in a service user’s room or communal areas
🔹 Lihittingg failure in communal spaces
🔹 Extreme weather impact

If You Smell Gas

❌ Turn off all gas appliances
❌ Shut off the gas supply at the meter
☎️ Call Gas Emergency Services immediately on 0800 111 999
✅ Open doors and windows to ventilate
🚫 Do NOT operate electrical switches or use a naked flame

We’re here to help keep your home safe—if you need to report an issue or need urgent support, don’t hesitate to contact us. 😊