Report a repair

Report a repair online

If you are one of our tenants and something is broken within your home please complete the online form below to let us know when a repair is required. Please note if an emergency repair is required you will need to call our 24 hour Repairs Hotline on 0800 652 8104.
Repairs

Personal details

Your address

Your repair

Your privacy

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Other ways to report a repair

  • If you would like to speak with us about your repair just call our Repairs Hotline on 0800 652 8104. A member of our Repairs Team will answer your call and you will be able to discuss your problem with them and they will arrange for one of our contractors to visit your home. Calls are free from BT landlines and public telephones, but call charges from mobile phones and other providers may apply.
  • You can also email us the details of the repair you require along with your address, this is useful if you would like to send us photographs to help explain the problem.

Emergency repairs - outwith office hours

To report an emergency repair phone our 24 Hour Repairs Hotline on 0800 652 8104.

Emergency repairs are carried out as soon as possible when a problem or fault could be a risk to health or lead to serious structural damage to your home, such as burst pipes or major electrical faults. We will make your home safe within 6 hours but you must allow us access within this time. We will usually try to complete the repair within 24 hours but if materials or special services are required this may take longer.

The following are examples of repairs that would NOT be classed as emergencies:

  • Faulty or choked WCs or waste pipes to sinks or wash hand basins, if you have similar facilities elsewhere in the property
  • Faulty immersion heater if you have an electric shower or other means of heating water
  • Leaking front or back door
  • Faulty door lock if you have alternative access (unless it can’t be locked overnight)

Phased Re-introduction of Repairs & Maintenance

We have been carrying out emergency repairs and essential safety works, such as gas servicing since lockdown in March 2020. We are working with our contractors to put the Covid 19 safety measures and controls in place so that we can start some of our services.

Repairs

From Monday 10th August we will be phasing in non-emergency repairs, with safe controls. We will not be able to provide a full repair service immediately due to the continuing issues Covid 19, and we thank you for your patience and understanding. Some of the things that can prevent some works being carried out are:

  • Contractors having limited operatives available, increased workloads,due to Covid 19 symptoms, self-isolating etc;
  • Materials and parts not being available – there are some shortages due to Covid 19;
  • More than one trade is required, and one of the trades has the above issues with operatives or materials, so affects the others works required.

We are prioritising works that have already been reported to us, where the contractors are available, and have materials available. Our Repairs team will be contacting tenants to arrange suitable access as soon as possible.

We will continue to log all repairs we cannot carry out, and will regularly review these, and carry them out as soon as we safely can.

We ask that when a contractor visits your home that you follow these Covid 19 safety measures:

 

Out of Hours Service

Our Out of Hours Emergency Repairs service will continue as normal. To report an emergency repair phone our 24 Hour Repairs Hotline on 0800 652 8104 and Hanover will deal with your request.

Heating Repairs

You can continue to report Heating repairs to Dalex on 0800 038 5599. The same issues apply as above and Dalex will explain if for any reason they cannot carry out a repair, and they will let us know.

The safe visit measures we ask you to follow when a contractor visits your home are set out above.

Gas Safety

We continue to carry out gas safety services and will contact you if your service is overdue due to Covid 19 non-access.

Maintanance

We planned to carry out heating replacements, insulation, energy efficiency improvements and new windows to some properties this year. We have been working with our contractors to put safe measures in place, in line with the guidance. Our contractors will be organising survey appointments from mid August 2020 onwards, and if your home is included in these planned maintenance works we will contact you to let you know.

We will be undertaking various pieces of external maintenance such as roof and gutter repairs, path and fencing repairs when we have safe measures in place with our contractors.