We are here to help you keep your home in good condition and we have some key information to help with maintenance and some simple fixes. We can also offer help through our repairs service for customers.
We are here to help you keep your home in good condition and we have some key information to help with maintenance and some simple fixes. We can also offer help through our repairs service for customers.
Repairs are categorised as emergency, routine or major. You’ll be offered an appointment if the repair is routine. Wherever possible we will confirm the appointment via a text message. Prior to arriving we will aim to confirm arrangements via a text message or telephone call.
All of our repairs contractors sign up to our code of conduct.
Repairs where there are planned improvement works scheduled
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 will carry out a temporary make-safe repair in the meantime.
We’re committed to maintaining homes and communal spaces where we are responsible for their upkeep.
Your responsibility for repairs will differ depending on the type of repair needed and the type of account you have with us.
Before you raise a repair, it might be your responsibility to fix, you can check using our Repairs Responsibility tool.
As a Shared Owner, Leaseholder or Freeholder you can find your repairs responsibilities in your Lease or Transfer Agreement. Within these documents you will be able to find confirmation of:
Further information about Leasehold property can be found here and for Shared ownership here
Alternatively please contact us.
There are two main types of insurance that can cover the costs of damage to your home and items in it:
There are some things that you can do to make sure your pipes and drainage stay safe, Below is some handy advice to help you ‘love your pipes’.
Here’s a list of things you should never flush down your toilet or pour down your drains:
Keep your showers, baths and wash basins clear of hair, soap and mineral build-up. This can be done by regularly checking the drains to make sure that they are clear and that water is flowing freely.
Remember most shower clogs are made of hair, which can be loosened and pulled up. If your drain does get blocked, we ask that you try to unclog it yourself before calling us. If you have not tried to unblock and the blockage is something reasonably expected for you to clear, we may charge for this (eg, hair or items you could simply remove yourself)
It can harden and cause blockages. Instead, pour the fat into a separate container, let it cool and harden and then dispose of properly. Running the hot tap and pouring washing up liquid down the sink won’t prevent fats or oils from blocking your pipes.
If you can’t sort the issue yourself, you may report a repair to us in the usual way, using myAccount.
Chemicals, solvents, engine oil and paint should be taken to your local refuse or recycling site. Medicines, tablets, syringes and needles should be taken to your pharmacist, hospital or health authority for safe disposal.
As a customer, you might be responsible for carrying out some repairs to your property. Our Fix it videos can give you help and advice on how to carry out simple repairs
If you want to know more about home improvements and annual gas servicing, visit the home improvements page for help information.
If you have been contacted by us about planned refurbishments, major repairs or improvements work, or have any questions about this, you can also find more information in the home improvements page.