Repairs to your property
How we deal with repairs
We have four response times for dealing with repairs depending on the urgency. They are as follows:
Emergency repairs are dealt with within 24 hours
Urgent repairs within 5 days
Essential repairs within 15 days
Routine repairs within 30 days
Please note that where a repair has been classed as routine, we aim to carry these out as quickly as possible within the 30 day timescale.
If your repair is an emergency, you should always call the Repairs Hotline on 0845 605 4050 during office hours. Outside office hours you can leave a message on our answerphone.
By ringing our office on 01904 636061 during office hours. Outside office hours you can leave a message on our answerphone.
For non-emergency repairs, you can report these online.
Once you’ve registered, it’s the quickest and easiest way to report a repair.
Whenever you report a repair please make sure that you give us as much information as you can about the repair that needs doing.
When reporting a repair, it is very helpful if you can provide as much information as possible including exact details of the repair, contact numbers and when you will be at home.
When you call it may be useful to refer to the Handy Hints for Householder booklet which we issue to all tenants.
We will ask you:
What is the problem?
Where is it?
When did it start?
What is happening now?
If you smell gas