Booking an emergency repair

If you have an emergency repair, call: 0300 100 1010

All calls outside office hours (9-5pm) automatically divert to our emergency out of hours call centre. You should contact the emergency repairs service only if there is a danger to you, the public or your home outside office hours.
There is a full list of emergency repair jobs as well as lots of important information about your rights and responsibilities around repairs in the Repairs Policy.

To book a new routine repair

To book a new routine repair, choose one of these options:

    1. Log in to MyAccount

      • Use the My Repairs section.

    2. Use the online form below

      • Select the type of repair by clicking the image boxes.

      • Fill in your personal details into the web form.

      • Note: Use the form where you have to fill in all your personal details as it is not inside MyAccount.

    3. Send a text message

      • Text 07990 536536

      • Include all of the following:

        1. The word “repair”

        2. Your full name

        3. Your address

        4. A brief description of the issue

    4. Call during office hours

      • Phone: 0300 100 1010

Tenant responsibilities

You can learn more about repairs for renting customers here: Living in your home.

To save time and avoid having to wait in for a surveyor to do a pre-visit, use our video call system when you book a repair. 

Your responsibilities as a tenant

As a tenant, you are responsible for looking after your home. This includes:

Improving and maintaining your home

  • Painting and decorating inside your home, such as doors, walls, ceilings, window sills, and frames.

  • Looking after fixtures and fittings that belong to you.

  • Unblocking drains if you have caused the blockage.

    • Don’t pour fat, oil, or tea leaves down the sink.

    • Don’t flush nappies, sanitary products, or plastic bags down the toilet.

  • Arranging your own contents insurance to protect your belongings.

  • Maintaining your garden and hedges.

  • Carrying out small repairs or replacements, such as:

    • Tap washers

    • Light bulbs, fluorescent tubes, and starters

    • Curtain rails

    • Bath and sink plugs and chains

    • Electrical fuses

  • Repairing any installation you fitted yourself after your tenancy began.

  • Dealing with pests such as wasps, rats, mice, or other vermin.

  • Paying for repairs to damage caused by neglect or misuse by you, your family, or visitors.

Contacting us

  • If you want to check on a repair you’ve already reported, please Contact Us here.

  • To report a new repair, use the steps below.