You can report a repair online using My Home or on the phone at 01724 279900.

Ongo van-7915

Out of hours?

We provide a 24-hour emergency service. Our out of hours provider Orca handles our calls between the hours of 5pm to 8am Monday to Thursday and then from 5pm Friday until Monday 8am.

During these hours we only take emergency repairs. Read below to see what classes as an emergency repair.


OngoPhotograph by Richard Walker/ImageNorth

What is an emergency repair?

When an emergency happens, we will come out to you as quickly as possible. It is an emergency if you lose:

  • Electricity, gas or water supply
  • Heating or hot water
  • Communal lighting.

Other emergencies include:

  • Unsafe electrical fittings
  • Gas leaks
  • 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 blocked toilet that you cannot unblock (when you don’t have another toilet in your home to use)
  • Loose, or completely detached, hand rails and banisters for stairs
  • Unsafe floorboards and stairwells.

What are our responsibilities as a landlord?

Most simple repairs can be carried out when the next appointment slot is available, but more complex repairs need planning and are based on an annual schedule, and you will be contacted before any work is due to be carried out. As your landlord, we are responsible for repairs to:

  • The roof, external walls and doors
  • Window frames including catches and window sills (but not glass, unless the damage is due to our own failure to keep the property in good condition)
  • Chimneys, chimney stacks and flues
  • Access to your home such as paths and steps
  • Garage, sheds and outbuildings that have been constructed by us
  • Drains, gutters and external pipes
  • Internal walls (but not minor plaster cracks, unless these were caused by our own failure to keep the property bin good condition)
  • Floors and ceilings (not including floor coverings such as carpets, laminate flooring)
  • Doors including frames and hinges
  • Skirting boards.
  • Kitchen and bathroom fittings (including basins, sinks, toilets, baths and pipes but not cookers or other white goods such as fridges)
  • Electric wiring including sockets and switches
  • Gas and water pipes
  • Heating and water equipment
  • Fitted fires and fireplaces installed by us
  • Smoke detectors that are hard wired and installed by us
  • Communal doors
  • Stairways, hallways, landings and passageways
  • Lifts
  • Rubbish chutes
  • Drying areas
  • Lighting
  • Communal gardens
  • Parking areas provided by us

What are you, the tenant responsible for?

  • Repairing damage caused by you, your family, pets or visitors to your home
  • Glass in window panes and doors
  • Door numbers
  • Sink and bath plugs and chains
  • Toilet seats
  • Filling any minor plaster cracks or holes
  • Fire grates and ash pans
  • Light bulbs, fluorescent tubes and starters
  • Fuses and batteries for your smoke alarm
  • Refuse bins and recycling boxes
  • Fences and gates not erected by use
  • Sweep chimneys where required
  • Unblock waste pipes and drain gullies (except where the blockage occurs outside of your control)
  • Electrical plugs to your own appliances
  • Any sheds, garages, outbuildings which have not been constructed by us
  • Any pathway, patio, paved area or hard standing that we have not installed
  • Any water butts, compost bins or rotary dryers where provided and any other gifted items
  • The cost and replacement of damaged, lost or stolen keys and door entry fobs
  • The use equipment in your home to ventilate the property such as extractor fans and trickle vents in your windows.

There may be times when it is essential for us to access your home to carry out inspections or emergency repairs. We will give you notice of this, but it is a condition of your tenancy that you give us access and we can take legal action to enforce this, if necessary.

If you need to cancel an appointment or change the time or date, this can be done in My Home under ‘view and track my repairs’, or over the phone. Please do this as early as possible because we might be able to give your repair slot to someone else.

If we attend and you’re not there, but didn’t tell us, we could charge you £30.60 to cover our call out costs.

It hardly ever happens, but if we can’t keep to the appointment we arranged with you, we will get in touch as soon as we know this to rearrange.

Our friends at Hales & Coultas Heating and Plumbing have put together some short videos to help you with some issues you might face.

OngoPhotograph by Richard Walker/ImageNorth

Grounds maintenance

Our grounds maintenance service covers all Ongo owned land in North Lincolnshire. The contract is delivered by two providers: one looks after the grounds around the retirement living homes and the other one looks after other land owned by Ongo.

Grounds maintenance