Repairs and maintenance

Before you report a repair, you need to work out if it is an emergency or non-emergency.

We appreciate you may feel it is an emergency, but we have priority repairs that we respond to first. You can find out if your repair is an emergency or non-emergency by using the information below under the heading ‘Is your repair an emergency?’


		Report an emergency repair by telephone.


		Request a call back from a member of our repairs team to discuss your repair. We aim for the call to be returned within two hours of your request. This service is only available during standard office opening hours.


		Report a non-emergency repair online - if your repair isn't urgent, you can use our quick and user-friendly online reporting service:

Is your repair an emergency?

Please read the information below to find out if your repair is urgent or non-urgent. There may be other examples of repairs that are not included.

Emergency - within 24 hours

Serious leaks and structural failures.
Loss of gas, electricity or water supply (where this is not your responsibility).
Complete loss of heating service in cold weather if you are vulnerable due to age, illness or disability, or if there is a child in the household under the age of five. (If we are unable to make the repair straight away, our contractors will provide temporary heating).
Securing a property because of damage caused through racial harassment, fire, domestic violence or other police involvement.

It might not always be possible to carry out an emergency repair in 24 hours. However, we will make sure that your home is safe and secure until the repair can be done.

Urgent - within seven (7) days

Gutter and overflow leaks.
Roof and chimney repairs.
Street lighting (where it is our responsibility).
Leaking toilets or cisterns.

Non-urgent - within 28 days

Kitchen unit repairs.
Plasterwork.
Window or door frame adjustments.
Extractor fan repairs.

Repairs appointments

We use a repairs appointment system. When you report a repair, we will try to book an appointment time that is suitable for you (unless it is an emergency or external repair). We offer appointments in the following time slots:

AM - morning appointments - 8am to 12pm.
PM - afternoon appointments - 12pm - 6pm.
ASR - any time during the day but avoiding school runs - 10am - 3pm.
Saturday - 8am to 12pm only.

Sometimes, we will have to visit your home first to check what repair work needs to be done and then make a separate appointment to do it. We will let you know if this is necessary.

For urgent and routine repairs, you will receive a repairs receipt which confirms the details of the repair, the date the work will be carried out and the contractor that will be responsible for it. A satisfaction questionnaire will be attached to the receipt, which we ask you to complete and return to us. You comments will tell us if you were happy with the service, or if we need to improve it.

Out-of-hours service

When you report a repair outside our hours of business, our out-of-hours service will log the repair. Arrangements for a contractor to attend will be made if the repair is an emergency. If it is not, the details will be passed to our repairs service centre who will deal with it when the office re-opens.

Planned works

For information on planned maintenance on your home and estate, including a list of what work is planned for when, please visit our Planned works page.