Reporting Repairs

Looking after your home is a joint responsibility – there are repairs we are responsible for as your landlord and some things we expect you to do. Full details are provided here.  

You can report a repair in the following ways:

Telephone 01494 480340 and ask for the Maintenance Department.  Our telephones are manned between 8.30am and 4.30pm (Monday to Thursday) and 8.30am to 4.00pm (Friday).  

Email with details of your repair.  Please provide as much information as possible, including your full name, address and the best contact number to reach you on.

Use our Repair Report form


What happens next?

For repairs that are our responsibility, we will raise a works order.  You will be sent a copy of the order, which will tell you who will do the repair and when it should be done by.  The contractor will contact you to arrange a convenient appointment. Please let us, or the contractor, know if an appointment is no longer convenient for you.  We may recharge for missed appointments. We will always try to let you know if we’re not able to make an appointment.

Sometimes, we might need to visit your home to see what work is needed, before we can start work on the repair.  

Please note that it is a condition of your tenancy that you allow our staff and contractors reasonable access to your home to investigate and carry out any repairs or inspections.

If we are called out to a repair that is your responsibility, or it has been caused by tenant damage or neglect, you will be recharged.  If you’re not sure, please contact the office.

Our repair timescales are provided here  We can ask our staff and contractors to respond more quickly where a tenant or household member has special requirements.  Please tell us when you report your repair if this is the case.

Emergency repairs

If you have an emergency repair, and our office is closed, you should still telephone the main office number 01494 480340 and your call will be diverted to our emergency contractor. 

This process should only be used if you have an emergency repair outside office hours and there is a danger to your health or wellbeing and/or there is a risk of serious damage to the property.  Please note you may be recharged if you call out a contractor on an emergency without good cause.  For all other matters, please phone the office on 01494 480340, during office hours. 

Genuine emergencies will include:

  • serious flooding / leaks (where a bowl cannot be used for the drip)
  • total electrical failure
  • loss of mains water
  • property no longer secure and/or water tight
  • no heating and/or hot water
  • blocked toilet waste pipe (if the only toilet in the property)
  • attending to broken glazing (if the security of the property is compromised)
  • other health and safety risk.

The emergency service is a ‘make safe’ service, unless the contractor is able to resolve the fault there and then.

If you suspect a gas leak, please ring the National Gas Emergency Service immediately on 0800 111 999.

Alterations and improvements

You must obtain our written permission for any alterations or improvements you wish to make (including installing a satellite dish).