Although everyone's repair is important, we prioritise the most urgent ones.

If you need to report a repair urgently, please report your repair by telephone to your neighbourhood team.

If your repair isn't urgent, you can use our quick and user-friendly online reporting service.

Please read the guide below below to find out if your repair is urgent or non-urgent.

There may be other examples of repairs that are not included in our guide.

Emergency - within 24 hours

• Serious leaks and major structural failures.
• Loss of gas, electricity or water supply where it is not your responsibility.
• Loss of entire heating service in cold weather, or where the resident is vulnerable due to age, disability or illness, or has children under the age of five. If we are unable to do the repair straight away, our contractors will provide temporary heating.
• Securing of property because of damage caused by racial harassment, fire, domestic violence or other police involvement.

It may not always be possible to carry out an emergency repair in 24 hours. However, we will make sure that your home is safe and secure until the repair can be completed.

Urgent - within seven (7) days

• Gutter and overflow leaks.
• Roof and chimney repairs.
• Street lighting (where it is our responsibility).
• Leaking toilet or cistern.

Non-urgent - within 28 days

• Kitchen unit repairs.
• Plasterwork.
• Window or door frame adjustments.
• Extractor fan repairs.

Planned Maintenance

Planned maintenance will be carried out in line with the planned programme. We will tell you about any major improvements we are planning to carry out to your home. Examples include:

• Boiler and central heating replacements.
• Kitchen and bathroom replacements.
• Window and door replacements.
• Re-wiring.
• Re-roofing.
• External painting.

We will also carry out a gas safety check in your home every 12 months. We must do this by law.

We will ask you for your views on repairs when they have been done and involve you in choosing and monitoring our contractors.