Report a Repair

It is important to report a repair promptly so we can fix it before it gets worse.

Repairs are categorised into different priority groups. These range from 24 hours to 90 days, depending on what the problem is. Please note however, that during exceptionally cold, wet or stormy weather, the ability to respond within timescales will depend on the number of calls received which may take priority and whether it is safe to work.

You can see examples of these timescales below:

Emergency (24 hours)

An emergency repair is a defect or fault that puts the health, safety or security of you or a member of the public at immediate risk or will cause harm to the structure of your property if it is not dealt with immediately.

Examples of emergency repairs are:

  • Plumbing repairs that cause flooding to the property
  • Drain blockages when the property has one toilet facility
  • Total loss of heating
  • Electric fault causing total loss of electricity
  • Broken window / glass (safety) Unsecured property
  • Damaged electrical fitting that have exposed wires
  • Total loss of hot water
  • Any repair that is classed as a safety hazard
  • Storm damage to landscaping
  • Stair well lighting
  • Handrail repairs
  • Roof repairs where penetrating water is present and when safe to repair
  • Path repairs where safety hazard exists.
Urgent (72 hours)

A repair that requires to be completed quickly but there is no immediate danger.

For example:

  • Partial loss of heating
  • Loss of hot water on night rate only
  • Loss of water to one outlet only
  • Blockages to single sink/ bath traps
  • Toilet repairs where another toilet exists
  • Roof repairs
  • Overflow running hard.
Routine (7 days)

A repair that causes inconvenience and requires to be completed in the medium term.

For example:

  • Leaking gutters
  • Faulty tap insert
  • Repairs to kitchen units
  • Path repairs where safety hazard does not exist
  • Electrical repairs
  • Fireplace repairs (where second form of heating)
  • Overflow dripping
  • Chimney Cowls.
Standard (20 days)

A repair that causes minor inconvenience and has little effect on the property if a repair is not undertaken in the short term.

For example:

  • Soffit repairs
  • Fascia repairs
  • Fence repairs
  • Wall repairs
  • Render repairs
  • Repair to gates.
90 Days

Where components require to be ordered or manufactured.

For example:

  • All repairs where components require to be ordered
  • Window replacement
  • Door replacement
  • Large repairs that require quotes.

Important information

  • You are responsible for reporting repairs.
  • Access to your home may be required to help diagnose a repair.
  • Only emergency repairs will be carried out outside office hours.
  • You may be charged for missed appointments.

How do I Report a Repair?

The simplest way of reporting a repair is by using the online Report a Repair Tool below. Alternatively, you can log your repair via your My Home Account or contact our maintenance department on 01397 703165 during office hours.

If you experience an emergency repair out with office hours you need to phone 01349 886691 for our out of hours service.

Many repairs can be diagnosed without an examination, if this is not the case then a Technical Officer or Tradesman may have to visit to identify how to fix the problem. You will be asked to let us know when you will be available to let the Tradesman in to your home. If you need to change these arrangements, you must let us know within at least 24 hours for routine repairs so that we can rearrange the time. Please note that you may be charged for broken appointments.

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