Repairs

Routine Repairs

Our routine repairs are unfortunately taking longer than usual due to the impact of Covid-19 and pressures on material supply chains with a wait time of up to 3 months on some non-emergency repairs. We’re continuing to put additional resources in place, including specialist contractors to help manage this.

As always, we are prioritising emergency repairs and essential services. 

Lift repairs

Some parts for lifts are taking up to 4 months to arrive from Europe.  This will impact our ability to carry out repairs in a timely manner.  Where a property is impacted by this we will create a local plan and inform residents about what we can and will do in the interim.

Service levels general

Please check our response to Covid-19 restrictions for latest updates on service levels

Reporting a repair

You can report routine repairs at any time through our online repairs service, or by telephone through your local contact number during office hours; Monday to Friday 9am to 5pm.

Before you report your repair, you may want to check your repair responsibilities. The responsibility for repair work will be different depending on whether you are renting a property, are a leaseholder, or a shared owner.

We may charge you for repairs that we carry out which are your responsibility; or are caused by damage by you, your household or a guest.

Emergency Repairs

To notify us of an emergency repair call your local contact number - we operate an out of hours service for emergency repairs so if you are calling outside our usual opening hours you can still report an emergency repair 24/7.

We treat a repair as an emergency if there is an immediate risk to safety, security or health. We will repair, or make safe, as soon as possible and always within 24 hours.

Emergency Repairs include:

• Dangerous structures
• Burst pipes or other major plumbing repairs
• No heating or hot water to your property between 31 October and 1 May
• No lighting to a communal staircase

If you need to report a gas leak, please call the National Grid on 0800 111 999