your home repair responsibilities

Everything you need to know about repairs.

Who is responsible for repairs?

Emergency, urgent and routine repairs
What are they and how long do they take?

  • Emergency repairs

    What is an emergency repair?

    Emergency repairs are those needed to avoid immediate danger to your health and safety or serious damage and destruction to your home.

    This includes things like:

        • total loss of water
        • unsafe electric fittings
        • total loss of heating in winter (between 1st October and 31st March)
        • blocked mains drainsoil pipe or toilet if it is the only one in the property

    Reporting an emergency repair

    You'll need to report an emergency repair by calling us on 0300 1234 009.

    Please don't report emergency repairs by email or online.
    If this number is unavailable outside of office hours please call 0203 701 3553.

    We aim to make your home safe or prevent further damage. We may need to arrange a further visit to complete the repair.

    Response time

    To be completed within 24 hours.
    You should make yourself available for the 24 hours to ensure the contractors can gain access.

    Calls to 0300 numbers cost no more than a call to UK landline numbers beginning in 01 or 02 and are part of inclusive minute packages from mobile and landline operatives.

  • Urgent repairs

    What is an urgent repair?

    Urgent repairs are any repairs that are not dangerous, but that could become worse or cause other problems if they are not dealt with. This includes things like:

    • follow-on works from an emergency
    • minor plumbing leaks or defects
    • minor electrical faults and roof leak

    Response time

    To be completed within 5 working days.

  • Routine repairs

    What is a routine repair?

    This includes all other repairs that are necessary and our responsibility, but that do not affect the immediate use of the property.

    Routine repairs include things like repairs to fencing, doors, windows and floors, work to kitchen fittings and other minor issues.

    If the repair is needed by a resident who is vulnerable due to age, disability or another medical or social reason, we will do our best to respond as quickly as possible.

    Response time

    To be completed within 20 working days (28 calendar days).

  • What if you're a vulnerable customer?

    If a repair is needed by a customer who is vulnerable due to age, disability or another medical or social reason, we will do our best to respond as quickly as possible.

    While we don’t define whole groups of people as vulnerable by default e.g. ‘the elderly’ or ‘with young children’, when a customer contacts us to request a repair, the customer care team will confirm if there are any disabilities or support needs which should be taken into account, such as age, heart conditions, COPD or children under two.

How do I report a repair?

  • Reporting an emergency repair

    All emergency repairs must be reported by phone (not email or online) on: 0300 1234 009.

  • Report a repair by phone

    You can report emergency and non-emergency repairs by phone, call the Customer Care Team on 0300 1234 009.

    Calls to 0300 numbers cost no more than a call to UK landline numbers beginning in 01 or 02 and are part of inclusive minute packages from mobile and landline operatives.

    If you call us outside of our regular opening hours (9am - 5pm, Monday to Friday) you'll be directed to our out-of-hours service. They will only be able to help you with emergency requests.
    If our main number is unavailable outside of office hours please call 0203 701 3553.

  • Report a non-emergency repair by email

    You can report non-emergency repairs by email: enquiries@midlandsrural.org.uk

    ALL emergency repairs must be reported by phone (not email) on 0300 1234 009.

  • Report a non-emergency repair online

    You can report non-emergency repairs online on MyHomeOnline

    ALL emergency repairs must be reported by phone (not online) on 0300 1234 009.

Planned maintenance

Important information

  • Providing access

    Please make sure you provide us with access to your home for the agreed appointment.

    If access is not provided or is refused we reserve the right to recharge you for the call out.

  • No smoking

    If you are having a repair or improvement works undertaken in your home, please do not smoke in the affected room(s) for one hour before and during the works.

    We have a legal obligation to provide a safe working environment and residual passive smoke presents a health hazard. We reserve the right to refuse to enter a property which has cigarette smoke lingering, and to recharge if a return visit is necessary.

  • Recharges

    Where it has been identified that residents have caused damage to their property, undertaken unauthorised alterations, or left possessions and/or rubbish behind when vacating, we will proactively seek to recover the costs from those residents for the costs incurred to rectify the damage/issues identified.

    Where a non-emergency repair has been requested and it is evident that it is due to tenant damage, work will not be carried out unless the tenant agrees to pay for the full costs of the works in advance of them being carried out.

Are you a shared owner?