Repairs and Home Information

How to Report a Repair

You can report all repairs Monday to Friday by calling our Customer Hub on 0300 303 9848. You can also register for My Account. It is free to register and means you can book and reschedule repairs any day of the week as well as see home improvement data.

Register for My Account to start booking repairs and managing your tenancy

If you have an emergency repair please call us on 0300 303 9848. We aim to fix emergency repairs within 24 hours. Emergency Repairs can be reported 24 hours a day, 7 days a week, including all bank holidays. You can see what is an emergency repair in the information below.

Repair Appointment Information

We know repairs matter to you. You’ll receive text updates when you book an appointment, reminders before the visit, and a message when the operative is on the way. For multi‑day or multi‑trade repairs, you’ll get separate reminders for each visit.

We use a repairs diagnostic system to ask the right questions and aim to get repairs right first time. Repairs are prioritised so urgent issues are dealt with faster. Emergency repairs are for genuine emergencies only, misuse or damage caused by you may result in charges.

Repairs Priority Group

Emergency Repairs:  Completed within 24 hours.

Urgent Repairs:  Completed within 7 days.

Routine Repairs:  Completed within 32 days.

Repair Inspections:  Surveyor visit within 10 days.

Major Works:  Large projects completed within 6 months. Future major repairs (e.g., bathroom or boiler replacement) due within 5 years can be viewed in the My Account App.

Repair Appointments

You’ll be offered an appointment date and a time slot that suits you:

Morning: 8:30am-12pm

Afternoon: 12pm-5pm

School Run Option 1: 10am-2pm

School Run Option 2: 9:30am-3pm

All Day: If you're available all day

External Works:  No set appointment needed when access to your home isn’t required (e.g., fencing, roofing). You’ll still receive notice of attendance and completion updates.

If you’re vulnerable and need extra support or special arrangements, call 0300 303 9848 so we can help.

Chargeable repairs

You may be charged for a repair if the damage was caused by you or someone who was in your property. You may be charged in advance for the following repairs:

  • Replacement keys (unless you have a crime number).
  • Assisting you if you are locked out.
  • General repairs not attributed to wear & tear.
  • Re-glazing (unless you have a police crime reference number).
  • Damage to the property not attributed to wear & tear.
  • Removal of structures without our permission.
  • Any work undertaken without prior permission from the Trust.