You can report a repair using the following methods;

  • Online via Your Account
  • Below using the online form
  • By phone on 01782 635200
  • In person at our Merrial Street customer service centre

For out of hours emergency repairs please call 01782 635200 – available 24 hours a day.

Please note that you may be charged for certain repairs carried out in your home (for example, replacement locks where keys have been lost, reglazing to doors and windows which have been damaged etc.)

Emergency Repairs

Please call for immediate advice and assistance

01782 635200
(lines open 24 hours a day)

An emergency repair is any fault which threatens further harm to people or property, where there is:

  • an immediate or potential danger to health or risk to the safety of the occupant
  • danger of serious damage to the property

We will make safe or secure emergency repairs within 4 hours.

Non-emergency repairs – non urgent work where the repair does not cause or have the potential to cause immediate danger to occupants or the public or serious damage to the property. We aim to complete non-emergency repairs within an average time of 8-12 calendar days from the date of report by mutually agreed appointment.

Emergency repairs include but are not restricted to the following examples:

  • No power to the property
  • Gas leaks
  • No heating completely (1 November to 31 March only)
  • Blocked toilet *
  • Water leaks – depending on severity
  • Property not secure due to damage to ground floor windows, making them easily accessible or an insecure external door
  • Tenant cannot gain access to the property due to lost keys *
  • Fire alarm or smoke detector failure
  • Lifts not working
  • Communal lighting not working in flatted blocks

* Customers will be recharged in cases where toilets are blocked due to nappies or other inappropriate materials having been flushed down them or for the costs of lock replacement due to lost keys.

The main purpose of the emergency repair service is to make safe or secure. Whilst every effort will be made to undertake a full repair when responding to an emergency during normal working hours of 8am to 6pm Monday to Friday, this may not always be possible and a further repair visit for follow on work may be required.

Outside normal working hours, the emergency repairs service will be to make safe only, other than in the case of loss of heating during the winter period. Making safe may involve turning off the water supply or boarding up a window with follow on work to be undertaken, wherever possible, during the next working day.

Please do not use this form to report an emergency repair.

Report a Repair

  • Please enter your email address
  • Please provide a mobile number
  • Your tenancy reference number can be found on any correspondence we send you, such as rent statements
  • Please explain in as much detail as you can what repairs you need carrying out