REPORT A REPAIR

EMERGENCY REPAIRS

Some repairs can’t wait. If you have an emergency repair, please do not use the online form. Call us immediately on [insert emergency phone number].

Examples of emergency repairs include:

• Total loss of electricity, heating or hot water
• Burst pipes, major leaks, or flooding
• Unsafe electrics (sparks, exposed wires, broken sockets)
• Insecure property (broken front door, smashed window)
• Gas leak or strong smell of gas (call National Grid 0800 111 999 first, then inform us)
• Fire damage

We aim to attend emergency repairs within 24 hours.

URGENT REPAIRS

These are repairs that need prompt attention but are not an immediate danger. Examples include:

• Partial loss of heating or hot water
• Blocked toilet (if it’s the only one in your home)
• Minor leaks
• Broken handrails or banisters

We aim to complete urgent repairs within TBC

ROUTINE REPAIRS

For all other repairs, please use the online portal. These include:

• Dripping taps
• Internal doors not closing properly
• Broken cupboard doors or drawers
• Minor plastering or small cracks

We aim to complete routine repairs within TBC

FREQUENTLY ASKED QUESTIONS (FAQs)

Q: How do I report a repair?
A: Click the “Report a Repair” button below, fill in the details, and our team will be in touch.

Q: Can I track my repair?
A: Yes — once logged, you’ll receive a reference number. You can check progress in the portal or by contacting us.

Q: What should I do if I smell gas?
A: Call the National Grid Emergency line on 0800 111 999 immediately. Open windows and doors, turn off the gas supply if safe to do so, and do not use electrical switches. Then call us to let us know.

Q: Who is responsible for small DIY repairs?
A: You are responsible for some minor repairs such as replacing light bulbs, resetting trip switches, unblocking sinks/toilets if caused by misuse, and testing smoke alarm batteries.