How to report a repair

The most convenient way to report a repair is via MyAccount. It only takes a few seconds to create an account and once you've registered, you'll be able to report a repair 24 hours a day, 7 days a week. You can also check your repairs history and stay updated on the status of any repairs you have reported.   

You can also report a repair by calling our technical hub team on 0345 678 0555 or sending us an email to

If your query is not urgent, you can fill out an online contact form. 

Repair Responsibilities

As a valued customer, it is our responsibility to provide you with a repairs and maintenance service which makes sure your home stays safe, warm, secure and in good condition.   

While most repair responsibilities are included in our repair, maintenance and replacement service, as a customer you also have some responsibilities of your own to maintain, fix or replace items when needed.   

For example, as your landlord we are responsible for things such as the building structure and some areas outside of your home, any fixtures and fittings we have provided, and any repairs or replacements in communal areas. Customers are responsible for things such as bleeding radiators, unblocking sink drains, and painting and decorating.   

Take a look at our full list of what repairs we are responsible for, and those that are yours.  

Improving our service

We know that our repairs service is something that’s important to you, and we are working hard with our contractors to ensure we deliver a great service to you.

Kris contacted our technical hub to report an issue with his communal door and was concerned about damp and mould. He was very happy with how Customer Advisor Marina helped him and said,

“She saw it was a reoccurring issue and went above and beyond to arrange a surveyor to visit. All in all it was a fantastic interaction and lovely to see that she truly wanted to help solve the situation.”

Find out more about what we are doing to improve our repairs services here. ​

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