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Report a Repair

0121 748 8100

Non Emergency Gas Repairs

0800 888 6215

General Emergency Repairs can be reported by calling us

0121 748 8100

If you smell gas call National Gas Emergency Hotline

0800 111 999

If you can see or smell smoke immediately call

999 or 112

If there’s a power cut in your area call

105

Emergency Repairs are needed when there’s a risk to your safety, serious damage to your home, or an urgent issue that needs immediate attention.

These include:

  • A water leak that cannot be contained
  • Total loss of electricity or water supply
  • Fire damage or flooding
  • Major structural damage
  • Repairs to doors and windows to secure your home
  • Blocked main drain or only toilet
  • Total loss of heating (with no alternative available)
  • A lift that is out of order
  • Offensive or discriminatory graffiti

If you have an emergency repair, we’ll send a qualified contractor within two hours to assess the situation and make it safe. If the repair can’t be completed straight away, we’ll carry out the necessary work within 24 hours.

If specialist parts are needed, it may take longer, but we’ll keep you updated and agree on a time to return.

To help us resolve your repair as quickly as possible, follow these steps:

Identify the Issue

  • Check whether your repair is an emergency, urgent, or routine so we can respond appropriately.

Provide Details

When reporting a repair, give as much detail as possible, including:

  • The type of issue (e.g., water leak, electrical fault)
  • Where the problem is in your home
  • Any immediate risks or hazards

Schedule an Appointment

Once reported, we’ll arrange an appointment for the repair.

Emergency Repairs

A qualified contractor will arrive within 2 hours and aim to complete the repair within 24 hours.

Routine Repairs

Usually attended the same day, but times may vary depending on complexity.

If there are any delays, we’ll keep you updated on progress.

You may be contacted after the repair to share your feedback.

By providing detailed information when reporting a repair, you help us get it sorted as quickly and smoothly as possible.

You are responsible for repairs caused by damage, loss, neglect, or failure to report an issue. Some common examples include:

  • Not reporting faults, leading to further damage.
  • Poor DIY work that needs fixing.
  • Damage caused by you, your household, visitors, or pets.
  • Lost keys requiring lock replacements.
  • Missed appointments for agreed repairs.
  • Leaving rubbish behind when moving out.

We will always discuss costs with you before proceeding, except in emergencies where delays would cause safety risks or further damage.

Tenant Responsibilities & Rechargeable Repairs

Tenants may be charged for repairs caused by neglect or damage, including:

  • Unreported issues leading to further damage.
  • DIY alterations requiring correction.
  • Lost keys requiring lock replacements.

For emergency situations affecting health and safety, we may conduct repairs and charge tenants afterward.

How we ensure quality

  • Performance Monitoring: We survey at least 10% of completed repairs to maintain high standards.
  • Customer Feedback: Surveys are conducted after major works.
  • Annual Report: Service performance is reviewed and published.

Your feedback helps us improve – please participate in surveys when contacted.

We Are Responsible For:

  • Bathroom Fixtures & Fittings. Except WC seats, bathroom cabinets, mirrors, shower curtains, towel rails, toilet roll holders
  • Baths including panels. Except unblocking wastes
  • Communal Areas
  • Decorations (ext)
  • Doors
  • Fences & Gates
  • Gas
  • Heating – Except bleeding radiators
  • Immersion Heaters
  • Infestations
  • Kitchen Units. Except domestic appliances
  • Light Fittings. Except light bulbs, dimmer switches, fuses, fluorescent tubes and starters
  • Locks of Any Type
  • Plastering
  • Plumbing Repairs & Leaks. Except for washing machines, dishwashers and bleeding radiators
  • Showers. Except curtains and rails
  • Sink Units. Except blockages
  • Stairs
  • Switches / Sockets. Except dimmer switches
  • Windows. Including windowsills, catches and frames

You Are Responsible For:

  • Chains & Plugs On Basins, Baths & Sinks
  • Decorations (int). Except when damage is caused by structural defects
  • Electrical Appliances, such as cookers, fridges, washing machines
  • Fixtures & Fittings, such as coat hooks, curtains, curtain rails
  • Floor Coverings exc Kitchen & Bathroom
  • Garden Maintenance, including dustbins and refuse areas
  • Glazing. If broken into you must provide a police crime reference number
  • Loss of Keys. Including repairs to forced entry if you get locked out
  • Telephone Points
  • TV Aerials / Sockets. Unless communal
  • Washing Lines
  • Waste Blockage. Including basins, bath, WCs
  • WC Seats

We take a proactive approach to maintaining and improving our properties,  from regular safety checks to major upgrades like new kitchens and roofs. Our planned and cyclical maintenance programme ensures your home stays safe, comfortable, and well cared for, with minimal disruption and maximum value.

Here you can find a useful guide to our repairs