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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 our residents.

Our new offer aims to make it clear what we’ll repair and what we expect our residents to repair.

Please note that we are expecting demand to be higher than normal in the first few months and it might take us longer than usual to complete your repair. However, our team are working hard to complete the backlog of demands and resume normal service.

To help us return to normal, we have made some changes to the way we work. We have created a new ‘Major Works’ category for larger follow-on works that will take more than three hours to complete.

If we identify these works as urgent, we will aim to complete the follow-on works as quickly as possible. If we identify these works as non-urgent, we will plan in and complete the works over a longer time frame allowing us to prioritise more routine urgent works.

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
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
Man fixing door handle

Demos, guides and how-to videos

You can find all our how-to video guides on our YouTube channel
Replacing windows

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
Learn more about our new repairs offer

Have a question?

Homeowners

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

Tenants

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

Get in touch

Customer service centre

0300 456 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

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

Head office

0300 456 9998

For all business inquiries, please contact our Head office