Report a repair

Emergency Repairs Only

From Tuesday 5 January 2021, we will be operating an emergency repairs service only. All non-emergency repairs will be dealt when the Government advises us that it is safe to do so.

The list of emergency repairs is attached here, and follows key emergencies outlined in the Right to Repair legislation.

We will only be carrying out emergency repairs and where the immediate safety and well-being of our tenants is at risk. 

Definition of Emergency Repairs:

  • Unsafe power or lighting sockets or electrical fittings
  • Loss or part loss of electric power
  • External windows, doors or locks which are not secure
  • Loss or part loss of space or water heating if no alternative heating is available
  • Toilets which do not flush (if there is no other toilet in the house)
  • Blocked or leaking foul drains, soil stacks or toilet pans (if there is no other toilet in the house)
  • A blocked sink, bath or basin
  • Loss or part loss of water supply
  • Significant leaking or flooding from a water or heating pipe, tank or cistern, water leaking through roof or fabric of the building due to external defect

How to report an emergency repair?

There is no change to how a repair is reported, call our free phone repairs line 0800 652 8104 as usual.

What happens when I report an emergency repair?

You will be asked the following four questions. If you answer “yes” to any of these questions, the repair will not be carried out in order to keep people safe.

  • Have you been to an affected place in the last 24 hours? or
  • Had contact with somebody with Coronavirus? or
  • Are there any household members who are over 70 years old or who have underlying health problems? and
  • Do you have any of these symptoms?

What happens when the contractor arrives at your home to carry out the emergency repair?

The contractor will ask the four questions again, in case anything has changed. If it is safe to do so, the contractor will take these precautions:

  1. Operative’s will use hand sanitiser to sterilise their hands and wear latex gloves where possible prior to entering.
  2. Customers should open the door, then remove themselves to another room
  3. Operatives will enter the property, locate the fault and make safe and/or carry out any works.
  4. Once the service or repair is completed, the operatives will ensure the work area is left clean, advise the customer and leave the property.
  5. As soon as the operative is outside the property, they will remove and bag the gloves for disposal.
  6. Finally, the operative will use hand sanitiser to sterilise his hands.

All other non-emergency works will be deferred until we are advised by the Government that it is safe to carry these out.

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)