Who is responsible for repairs?

The simple answer to this is both you and us are responsible for repairs. You can read more about this in your Tenancy Agreement but you can also read a quick version here.

What is an emergency repair?

Total loss of any of the following:

  • Electricity
  • Gas supply
  • Heating or hot water (between 1 October to 30 April)
  • Water supply
  • Communal lighting

These are also classed as emergency repairs

  • Unsafe electrical fittings
  • Gas leaks (following a report to emergency service provider)
  • Leaking water or heating pipe, tank, cistern or toilet (where the leak cannot be controlled by isolating the leak)
  • Insecure window, external door or external lock
  • Dangerous structures which include chimneys or loose tiles
  • Smoke alarm which doesn’t work
  • A toilet that will not flush (when you don’t have another toilet in your home to use)
  • If you cannot gain access to your home (this includes communal doors)
  • Loose, or completely detached hand rails and banisters for stairs
  • Unsafe floorboards and stairwells

If you have an emergency repair, give us a call on 01724 279900 and we will get someone out to you as soon as we can. Please be aware that if we attend and the repair is not of an emergency nature, we may apply a recharge of £30.60.

We also have next day repairs and later by appointment repairs that are worth checking out.

Reporting repairs to us

Please reminder that from the 1st May 2017 the priority for no heat / hot water will change from a same day appointment to a standard appointment, this will stay as a standard appointment until the 1st October, when it will revert back to a same day appointment for the winter months.

It's so quick and easy to report a repair with us.

You can report your repairs to us online by signing up for a  My Account. You can log repairs online 24 hours a day, seven days a week.

By phone 
You can give us a call on 01724 279900 to report a repair. Our friendly Customer Advisors are at the end of the phone and ready to help from 8.00am to 6.00pm Monday to Friday. You can call us outside these hours and talk to our out of hours team.

In person
Pop in to see us at our Cole Street office if you would like to report a repair in person. Our opening hours are on our contact us page.



Page last updated: 31 March 2017


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