The Government recognises the importance of safe housing, so in line with their guidance we’ll continue to carry out urgent repairs.
While this new lockdown continues, we’re encouraging you to call us only to report emergency and essential repairs*.
We aren’t able to accept calls to report any new non-essential repairs. However, you can report these on MyAccount. We’ll continue to attend non-essential repairs which have already been reported.
We really appreciate your patience when contacting us. Many of our teams are working hard with reduced staff numbers due to the pandemic. We’ll prioritise the most urgent jobs and will do all we can to help you at this difficult time.
What you can expect
We want to provide a fast and efficient service for anyone reporting non-emergency repairs (we’ll make a decision on which repairs are emergency or not once you contact us).
Here’s what you can expect :
- We’ll make it easy for you to report a repair online
- Friendly, helpful and knowledgeable Customer Experience Advisors when you report a repair by phone
- A convenient, mutually-agreed appointment date/time
- We’ll turn up at the right time and carry out the agreed work
- Our operatives will be polite and competent
- We’ll always show ID
- Where possible, we’ll finish the job in one visit
- If we need more than one visit (to order extra parts or call on specialist help), we’ll keep you up to date with dates/times
- Leave the work area clean and tidy
- Payment for missed appointments
- Agreed date/time for follow-up works (if needed)
- Inspections to check standards
- Follow-up satisfaction surveys
- Monitor satisfaction levels so we learn from our mistakes
- An ‘out of hours’ emergency service.
If you've reported a repair to us you can request a status update at any time using our online service MyAccount.
Get a repair update
What is an emergency repair?
An emergency repair is anything which causes immediate risk to your health and safety or has damaged the structure of your home.
Emergency repairs include things like:
- Severe flooding/uncontainable leaks
- Gas leaks (Southern Gas Networks)
- Complete electrical failure
- Board ups & securing property
- Passenger and Mobility lift breakdowns.
Our emergency repair service is 'make safe' only. For emergency repairs, please call us.
Please note, if you provide misleading or false information which makes us believe your repair is an emergency when it isn't, we may charge you for the call-out.
If you need to report a gas leak, please call National Grid on 0800 111999 or go online at www.nationalgrid.com.
If you need to report a power cut or electrical emergency, please contact The UK Power Network on 0800 31 63 105 or 105 or go online at www.ukpowernetworks.co.uk/internet/en/contact-us/
What about gas and heating repairs?
If you have a problem with your heating, there are a few things you can do to try and get it working without the need for an engineer. Please try these steps before calling.
Click here to read more.
If you still have problems after trying these steps, please get in touch. How you contact us for gas or heating repair work may be different to how you report other repairs.
Find out more here.
What about home improvements and DIY?
Apart from decorating, all home improvements need our permission.
Find out about the process involved plus how we can provide equipment and adaptations if you need help getting around your home.
I've already reported a repair - can I get a status update?
If you've reported a repair to us you can request a status update at any time using our online service MyAccount.
Get a repair update
You can talk to one of our advisors using our online chat facility. This service is available: