Maintenance and repairs

This page provides information about raising and dealing with housing repairs, and your rights as a tenant.

Repairs handbook

Report a housing repair

Request a housing repair

Request a housing repair appointment by contacting us on 0800 318 296 or 0118 937 3757 between 9am and 5pm.

Our repair responsibilities

We are responsible for:

  • the structure and outside of the building (this does not include the garden)
  • kitchen and bathroom fixtures
  • electrical wiring, gas and water pipes, and water heating equipment
  • any communal areas in your home

Emergency repairs

If a repair is very urgent and causing danger to health and safety or security, you can call the emergency repairs team:

What is an emergency repair?

The problems listed below are considered emergencies and, in most cases, require same day call out.

  • Total loss of electricity or communal lighting (communal lighting only deemed an emergency if it affects the entire building)
  • Dangerous electrics
  • Water constantly leaking from ceiling, toilet or pipework
  • Toilet not flushing (if it’s the only toilet in the property)
  • No heating or hot water in the property
  • If you can small gas – please visit our gas safety page for information on what steps to take
  • Blocked foul drain causing flooding
  • Roof leak/water ingress (if uncontained and causing damage)
  • Insecure or broken external door/window (where windows are ground floor level or externally accessible without a ladder)
  • External door locked shut (if door is the only access point to property)

For all other repairs, please request a repair appointment online.

If we attend your property and find that you have caused the damage, we will charge you for it. For more information and advice, see our Repairs handbook (1.2 MB) and looking after your home (244.93 kB) guides.

Accessing your property

We’ll need access to your property in order to carry out a repair. Persistent failure to grant access to your property may result in forced entry and you will incur a charge. It is important that you prepare for a repair appointment, ensuring we can gain access to the location of the repair and, if necessary, protect any furniture or floor coverings as required.

This short video demonstrates the importance of being able to access your property for repair work, and advises how best to prepare.

Watch time: 2 min

Right to repair

Secure tenants are eligible to have certain repairs carried out within a specific amount of time. Your tenant’s handbook outlines the repairs. You can also read about our Data Privacy Notice for Housing Building Maintenance Functions. You have a say in who conducts the work and could claim compensation if it is not completed on time.

Last updated on 08/05/2026