Request a Repair

Need a Repair? We're Here to Help!

The quickest way to request a repair is through Your Portal- the simple way you can book, track and manage your repairs.

If you don’t already have an account, you can sign up now

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Your Portal is your secure online account where you can also update your personal details, view your statements, make payments and much more.

It’s simple, safe and is available 24 hours a day, seven days a week.

Go to Your Portal to request your repair.

In the case of an emergency, please call us so we can deal with the issue promptly.

Your Portal

Login to your account to book a repair

Emergency out-of-hours repairs

If you have an emergency after our phone lines have closed, You can always call us.

Go to Your Portal to request your repair.

In the case of an emergency, please call us so we can deal with the issue promptly.

Items to be Checked for Repair

A dangerous electrical fault.

A serious water leak.

A complete loss of lighting, electricity or water.

How our repairs work

Our colleagues and contractors will always show ID and will be polite and courteous. If you’re not sure who they are, you can contact our contact centre for help. You’ll need to move any furniture and lift and relay any carpet or other flooring you’ve fitted yourself if needed.

The repair person will leave the area as close to how they found it as possible. But please be aware we can’t guarantee replacement parts like tiles, will exactly match existing ones, especially if some time has passed.

Repair timeframes

We classify repairs as either emergency or routine. With emergency issues, we aim to repair or make them safe within four hours. We aim to repair routine issues, such as minor leaks and blockages or replacing broken items, within 30 days.

Repair appointments and appointment slots

When you contact us, we’ll make an appointment for one of our surveyors or repair colleagues to visit you and assess what needs doing (unless the repair is to a communal area).

Sometimes we ask the contractor to contact you directly. A contractor will come to your property. If they can’t get in, they’ll leave a card asking you to contact them or we will send you a message to rebook. If the repair person doesn’t show up at the arranged time, please contact them directly for more information and to rebook the repair if necessary.

What to expect from our service providers

Our service providers make sure they give you a great service. They must complete their work professionally and without causing you any unnecessary disruption.

Before the works, we will:

Agree in advance on the date and time of any visits

Let you know if they need to change an appointment, and re-book the appointment. During the works, service providers will:

Show respect for both you and your belongings

Carry out all work in a safe and professional manner and follow health and safety regulations

Leave the site of repair in a tidy, safe and secure manner.

In return, we hope you will:

Keep appointments and allow us to enter your home.

Let us know if you can’t make an appointment.

Be ready for the work to be carried out in your home, including moving anything that may get in the way of the work

Be considerate towards our service providers.

If you're unhappy with anything our service providers do or say, please contact us.