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

Read the transcript for the 'How can I report a repair?' video (PDF 112KB)

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.

Calls from us

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 and in many cases instantly book an appointment online for a time that suits
  • You’ll be able to see updates to your repair or amend your appointment
  • 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.

Repairs advice

If something isn’t right and you are looking for advice about what to do, please ask our chatbot which has a wealth of advice information can help before you request a repair

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.

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