If you are a tenant and rent your home from us, the quickest way to raise a non-urgent repair is through myAccount. With myAccount, you can fill in the details of your repair online at any time, without needing to wait on the phone. Once you’ve raised your repair via myAccount, we’ll either:
- Contact you within two working days to book in your repair, or
- One of our contractors will contact you within seven working days to book in your repair.
You can also call our Customer Support Hub to raise a repair over the phone. When we speak to you on the phone, we’ll record the details of your repair, and then either:
- Book in your repair, or
- Arrange for one of our contractors to contact you within seven working days to book in your repair.
If you have an emergency repair, please call us straight away.
Repairs to communal areas
If you notice a repair is needed to a communal area of the building you live in, the quickest way to raise this is through myAccount.
If the repair is urgent, please call us straight away.
What you can expect from us when you raise a repair
When something goes wrong in your home, you want to know is how soon it can be fixed. Here’s what you can expect from us:
- Emergency repair (within 4 or 24 hours, depending on the type of repair) – any repair that’s needed to protect your immediate health, safety or security, or to make the structure of a building safe. For example, an uncontainable leak in your home. If we can't immediately repair, we will make sure the area is safe and arrange with you to return to make the repair
- Routine repair (within 28 calendar days) – any routine repair that’s not an emergency. For example, replacement of cracked tiles in your bathroom.
- Major repair (within 60 calendar days) – any repair that will take longer than four hours to complete, needs several different types of trades, a specialist contractor or needs scaffolding. For example, fitting new windows in your home.
When a routine or major repair is raised and we already have planned improvement works scheduled, we may complete the repair as part of the planned works. This means you might have to wait longer for it to be completed but, if the repair poses a risk to your safety, we’ll carry out a temporary make-safe repair in the meantime.