Report a repair

There are many different ways you can tell us if something needs fixing. The best way is online where you don’t need to pick up a phone

Coronavirus update

Due to coronavirus, we’ve had to make some changes to our usual repairs service. You can find more information on our coronavirus Frequently Asked Questions page.

Changes to our internal phone system

We want to let you know that we’re making some changes to our internal phone system. If you receive a call from the number 02392 063325, it's us - so please pick up.

Online account

  • You can report a repair through your customer account
  • You can login 24 hours a day, 7 days a week
  • Login or register today to get started. If you're registering, you'll need your customer reference number to hand.

Call us

  • Call us for free on 0800 652 0898 and speak to our friendly Customer Experience team
  • We're open 8.30am - 5pm Monday to Thursday, and 8.30am - 4.30pm on Friday.

Send us a message

We're here to help. Tell us what's on your mind and we'll get back to you by the end of the next working day.

Email us on: or fill in our contact form:

Your details
About your repair


Need an out of hours emergency repair?

  • Call us for free on 0800 652 0898. There’ll be someone to take your call any time of day or night
  • An out of hours emergency repair is something that’s causing danger to you or your property. We’ll be with you within 24 hours to make it safe – usually quicker
  • But keep in mind – if we come to your home and the repair isn't an emergency, you'll be charged an emergency call-out fee.


What happens next?

  • When you tell us about a repair, we’ll find out all the details we need and offer you an appointment that’s best for both you and us. We’ll then give the job to 1 of our 300 qualified tradespeople
  • The repairs we can’t do are done by carefully selected specialist contractors. We keep a close eye on contractors to make sure they deliver the same high standards that we expect from our tradespeople.


When we come to your home

  • Our staff and our contractors all know how important it is to show some ID when they come to your home. And if you have a question during the repair, please do ask - we’re happy to help
  • Please clear the area around the repair before we arrive. This includes emptying any cupboards involved and making sure the area's clean. To keep children and pets safe, please keep them well away from the area we're working in. This makes it easier for us to work quickly and safely.

Who’s responsible for what?

To help make it clear which repairs in your home we look after, and which are your responsibility, here's a helpful guide about our repairs process and timings

Repairs guide