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Repairs and maintenance

Guidance on our new repairs offer and when to report a repair

We have updated our repairs and responsibilities offer for all residents

In April 2021, we introduced our new repairs offer to make it clear what we’ll repair and what we expect residents to repair. You can watch a video which explains what the offer is below.

During the pandemic we were only able to undertake emergency repairs, so the demand for non-urgent work is currently higher than normal. We are also finding it harder to source the materials we need to carry out repairs because of national shortages, so at the moment and it might take us longer than usual to complete your repair if it isn’t an emergency.

We’re sorry for this - our team are working hard to complete the repairs backlog and resume normal service.

To help us return to normal, we have made some changes to the way we work including taking on extra contractors. Also, if you have an extended repair that will take more than four hours to complete we may need to carry out the work over more than one appointment to make sure that we can see as many residents as possible.

To give us the best chance of fixing your repair on our first visit please make sure you give us as much detail as you can when you report it to us. If we still find that we can’t do the repair in less than three hours when we visit we’ll assess whether or not the repair is urgent, and if it is we’ll aim to complete the follow-on works as quickly as possible. If the works aren’t urgent, we will plan in and complete the works over a longer period. This means we’ll be able to carry out more urgent works more quickly.

We thank you for your patience during this period.

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Report a repair

If you want to report a new issue, you will need to fill in our online report a repair form. If you need help with an existing repair or have an emergency, call us on 0300 456 9996

Learn more about our new repairs offer

Help with repairs

Your repair responsibilities booklet

Tenant repairs responsibilities booklet

This booklet sets out how we expect you to look after your home and when we will carry out repairs
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Demos, guides and how-to videos

You can find all our how-to video guides on our YouTube channel
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Major repair works

Major works include items such as window or roof renewals, installation of door entry systems, and the decoration of communal and external areas
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Healthy Homes

Our Healthy Homes programme tackles the root cause of mould and damp in homes and helps to prevent it from reoccurring

Have a question?


Visit our help and advice pages for homeowners on repairs and maintenance


Visit our help and advice pages for tenants on repairs and maintenance

Get in touch

Customer service centre

0300 456 9996

(020 8189 9996)

Monday to Friday from 8am to 6pm (excluding bank holidays)

Outside these hours, we operate an emergency only service

Home sales

0300 456 9997

(020 8189 9997)

Monday to Friday from 8am to 6pm (excluding bank holidays)

Head office

0300 456 9998

(020 8189 9998)

For all business inquiries, please contact our Head office