Repairs and maintenance

Report a repair

Before you report a repair, you should work out if it is an emergency or non-emergency. We appreciate you may feel it is an emergency, but we have priority repairs that we respond to first. You can find out if your repair is an emergency or non-emergency by using the information below under the heading Is your repair an emergency?

 

Report an emergency repair by telephone

If your repair is urgent, please report your repair by telephone to Lovell on:

 

0800 373 826

 

For central heating repairs please contact Central Heating Services on 0800 917 9306
Request a call back

You can also request a call back from a member of our experienced Repairs Team, who will aim to contact you within two hours of your request to discuss your repair requirements. Please note that this service is only available during standard office opening hours.
Report a non-emergency repair online

Report a non-urgent repair online

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

Is your repair an emergency?

Please read the information below to find out if your repair is urgent or non-urgent. There may be other examples of repairs that are not included.

Emergency - within 24 hours

An emergency is defined as something which could not have been foreseen and which could cause danger to health, residents’ safety, or serious damage and destruction to property.  Emergency call-out contractors will normally make the situation safe to enable full and proper repairs to be undertaken during normal working hours.  They may be able to complete the repair there and then, however, for more complicated problems, they may have to make another appointment to complete the repair during normal working hours.

 

The types of repairs classified as emergencies are:

  • Blocked Toilets where there is only one toilet in the property
  • Flooding
  • Total failure of the power supply
  • Dangerous or unsecured building
  • Complete failure of space heating where residents including elderly, disabled or families with young children

 

It might 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 done.

Urgent repairs

These are repairs which materially affect the comfort of convenience of the resident.  Urgent repairs will be completed within 7 working days.

 

The types of repairs classified as urgent repairs are:

  • Partial loss of electrical power or light
  • Partial loss of water or gas supply
  • Loss or partial loss of space or water heating
  • Blocked drains
  • Tap which cannot be turned off
  • Loose or detached banister or hand rail
  • Leaking roof

Routine repairs

These are less urgent repairs that can wait a short time (up to 28 days) before being dealt with.

 

The types of repairs classified as routine are:

  • Minor problems with toilets, baths and sinks
  • Minor problems with doors or windows sticking
  • Plaster repairs
  • Brick work
  • Non urgent internal, external or communal repairs

Out-of-hours service

When you report a repair outside our hours of business, our out-of-hours service will log the repair. Arrangements for a contractor to attend will be made if the repair is an emergency. If it is not, the details will be passed to our repairs contractor who will deal with it when the office is next open.

 

More information on types of repairs, who is responsible for them, and how to prioritise them, can be found in your repairs handbook.

Planned works

For information on planned maintenance on your home and estate, including a list of what work is planned for when, please visit the Planned works page. 

Property services

Our property services team manages our responsive repairs service as well as our planned maintenance service.

 

Our homes are managed by four teams. Each team makes sure that homes are well maintained, and that our maintenance and repair work is carried out to standards set by the Homes and Communities Agency.

Other maintenance services

  • Although our day-to-day repairs are handled by our partner contractor, Lovell, we work closely with other contractors to deliver a range of services:
  • Major improvements – replacing key components such as kitchens, bathrooms, heating, electrical wiring, doors and windows
  • Grounds maintenance
  • Aids and adaptations
  • External decorations
  • Routine servicing including gas appliances

 

Our staff work closely with residents to monitor the performance of our contractors. Residents are also involved in helping to make sure that future maintenance works meet their needs and expectations. If you would like to get involved with monitoring performance, please visit our get involved page for more information, or speak to your area management team.

 

Call us on 0800 373 826 for more information about our repairs service or check your Tenants handbook for more information.