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How to report a repair

Whether it’s a leaky tap, blocked drain, or something bigger like a broken window, we do our best to fix any problems quickly

We'll arrange an appointment at a time convenient to you.


How to book a repair?


The fastest and easiest way to book a repair is through our online portal, MyAccount.

Simply log in, click the report a repair option on the homepage and follow the instructions displayed on the screen. 

You'll receive an email confirming your report, and we will get in contact to arrange an appointment. 


Contacting the Customer Hub  

You can call our Customer Hub on 0300 777 7777, Mon - Fri between 8am-6pmwho will book a convenient appointment with the right department there and then. 

Alternatively, you can email us to book an appointment.

If you have a photo of the repair, please add this to your repair request. 


How and when will we respond to your repair? 

After reporting a repair, you will receive an appointment straight away either by phone or email depending on the method used to report the repair. 

On the day of your appointment, our operative will call you when they are on their way. Please be home for your appointment; otherwise, your repair will not be carried out on that day. 

All our staff and contractors always carry ID cards with them and will be happy to prove who they are. Please don’t let anyone into your home without checking their ID first.  

If you need to change your appointment, please call us on 0300 777 7777.   

Gas heating repairs and maintenance  

For repair and maintenance of your gas heating, please contact our provider Liberty directly by calling 0330 995 0045.  

Gas or carbon monoxide  

To report a gas or carbon monoxide emergency, or if a pipeline is struck (even if no gas leak has occurred) call National Grid on 0800 111 999 

Phone lines open 24 hours a day.  


Reporting an out of hours emergency  

You can report emergency repairs 24 hours a day, 365 days a year.  

If you have an out of hours emergency, between 6pm to 8am, call our 24/7 emergency service on 0300 777 7777 for a fast response.


How long will your repair take to complete? 

Depending on how your repair is assessed, the time taken to complete your repair can vary.  

Emergency repairs 

An emergency repair is considered something that could cause damage to someone’s health or safety or cause serious damage and destruction to your home. 

Emergency repairs are carried out within eight hours by our emergency staff or contractors.  

We'll normally make the situation safe to enable proper repairs to take place during normal working hours. The types of work we attend include: 

  • Severe roof leaks
  • Burst pipes or loss of water 
  • Blocked drains 
  • Blockage of your only toilet
  • Total loss of electrical power or light
  • Loss of heating in cold weather where there is no other form of heating available 

If you're a vulnerable customer, we recognise you will need special consideration in certain circumstances. 

Routine repairs 

We aim to complete routine repairs within 20 working days. Some larger complex repairs may take up to 90 days to complete.  

Surveyor visits 

Some repairs may require a surveyor to visit your home to assess what work needs to be done. When you report the repair, a time and date for the surveyor to visit will be confirmed.


How to complain about a repair or maintenance?

We do our best to ensure all our repairs and maintenance are dealt with to a high standard. However, if you are dissatisfied with your repair or maintenance, please contact our Customer Hub on 0300 777 7777.   

You can visit our complaints page for more information on how your complaint will be handled.