We want to provide you with a safe and comfortable home. It’s in both your interest and ours to deal with issues quickly and efficiently.
We will maintain the structure of your home and many of the fixtures and fittings. Some things are your responsibility to fix, though – and we will not repair any alterations or extra items that you or previous tenants have fitted.
The lists below include everything we will repair. Open the list for the room where you have a problem before asking us to repair something – if what you need is not listed, it is your responsibility to fix it. Your tenancy agreement includes more information about your responsibilities.
We class most requests for repair work as either routine, urgent, or emergency. We respond within the following time limits:
In some cases we might only be able to make your home safe at first, with a further visit needed to finish the work. Extra work following a repair visit or inspection can take 6 to 8 weeks if we need to order parts or materials. Contact us if you have waited longer than 8 weeks.
You can request a repair online using our housing portal. In an emergency, we recommend that you phone us instead – you can do this at any time, including overnight and on the weekend.
If your home was built recently and is still within its warranty period, check your property welcome pack for information about how to report a problem or request a repair.
Request a repair
For routine repairs we will offer you a weekday appointment. It will be either between 8am and midday, or between midday and 4pm. If you tell us your mobile telephone number, we will send you a text reminder on the day before your appointment.
Contact us if you think we have not addressed your request for a repair fast enough or to an appropriate standard. You can contact us at email@example.com or make a formal complaint.
We receive a high number of ‘disrepair claim’ lawsuits raised by legal firms on a no win, no fee basis. We encourage you to contact us rather than starting a lawsuit. None of the claims brought against us in the last two years have been successful.
Check these lists to see whether we or another agency can fix your problem. If you do not find something listed, it is your responsibility to fix it yourself.
Contact us about blocked pipes, to help us assess the severity of the problem.
Contact us about blocked or leaking pipes, a loose cistern or broken shower tray, to help us assess the severity of the problem.
Heating and hot water
If your home has gas heating, contact Mears on 0333 207 0766. Mears deal with gas boiler repairs, annual boiler and gas servicing, radiators and room thermostats.
Friday 4 March: Mears currently have reduced staff capacity and are experiencing some delays answering phone calls. Please consider whether your situation is an emergency before you call them, or whether it can wait until next week.
If your home has electrical heating, contact us to help us assess the severity of the problem.
Doors and windows
Contact us about unsafe windows, to help us assess the severity of the problem.
External and communal areas
Contact us about any of the following, to help us assess the severity of the problem.
Stairs, walls and floors
Contact us about broken or loose handrails, or loose or missing treads, to help us assess the severity of the problem.
Contact us about broken or loose sockets, to help us assess the severity of the problem.