Emergency, urgent and routine Report a repair

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

Out-of-hours emergencies:

If you call us outside of normal working hours (9am to 5pm, Monday to Friday) you’ll be directed to our out-of-hours service. They can help with emergency requests.

If our main number is unavailable outside of office hours and you have an emergency repair, please call 01452 922 927. 

For emergencies, we aim to make your home safe and prevent further damage. We may need to arrange a further visit to complete any repairs.

If you smell gas or think you have a gas leak, call the National Gas Emergency Service on 0800 111 999.

The quickest and easiest way to report a non-emergency repair is via MyHomeOnline

Other ways to get in touch

Whichever way you get in touch with us, please give us as much information as possible. 

What counts as an emergency repair 

Emergency repairs are those needed to avoid immediate danger to your health and safety or serious damage to your home. This includes things like: 

• total loss of water 
• unsafe electric fittings 
• total loss of heating in winter (between 1 October and 31 March) 
• blocked mains drain soil pipe or toilet, if it is the only one in the home.

How to report an emergency repair 

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

Out-of-hours emergencies

If you call us outside of normal working hours (9am to 5pm, Monday to Friday) you’ll be directed to our out-of-hours service. They can help with emergency requests.

If our main number is unavailable outside of office hours and you have an emergency repair, please call 01452 922 927.

What happens next 

We aim to make your home safe or prevent further damage. We may need to arrange a further visit to complete any repairs. Depending on what’s needed, follow-on works will be completed within our urgent or routine repair response times (see below). 

Response time 

A contractor will attend and make your home safe within 24 hours. 

You’ll need to ensure that somebody over 18 is at your home to ensure the contractor can gain access. This could be any time during the 24 hours, including late at night or early in the morning.  

What counts as an urgent repair 

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

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

Response time 

We aim to complete urgent repairs within five working days. If follow-on works are needed, these will be completed within our routine repair response time (see below). 

Sometimes works may exceed our response times due to availability, materials or the nature of the work. We and/or our contractors will keep in touch and arrange the work as soon as possible. 

What counts as a routine repair 

This includes all other repairs that are necessary and our responsibility, but which do not affect the immediate use of your home. This also includes follow-on works from an urgent repair. 

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

Response time 

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

Sometimes work may exceed our response times due to availability, materials or  the nature of the work. We and/or our contractors will keep in touch and arrange the work as soon as possible. 

If you need extra help with a repair because of your age, disability or another medical or social reason, we’ll do our best to respond as quickly as possible. 

When you contact us to request a repair, the Customer Care team will ask if anyone in your household has any disabilities or support needs (for example, old age, health conditions or children aged under two years). 

Please make sure you or somebody over 18 is at your home to give us access.

If we’re unable to get access to your home, we may charge you for a call out. 

If you’re having a repair or improvement work undertaken in your home, please don’t 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 may refuse to enter a home which has cigarette smoke lingering, and charge you if a return visit is necessary. 

If you have caused damage to your home, made unauthorised alterations or left possessions or rubbish behind when moving out, we will seek to recover the costs of putting these problems right from you.

Where a non-emergency repair has been requested and it’s evident the damage has been caused by you, we will only complete the work if you agree to pay for the full cost in advance. 

If you're a shared owner, please see the shared owners section of our website for information about repairs and maintenance.