Follow up a repair

Update: We are prioritising emergency and safety-related work at the moment. This means some repairs are taking longer to arrange. You can check the status of your repair on My Home Account. Thank you for your patience.

Once you've reported a repair, we'll contact you to confirm your repair. Our contractors will then text you to confirm the appointment.

There's no need to report it again through a different method. This may duplicate your enquiry and cause a delay. Get in touch if you need to contact us about your repair.

Emergency repair

These types of repairs present an immediate risk to safety, security or health, or could lead to serious damage to your home.

Examples include:

• Serious water leaks
• Faulty toilet (if there is only one in the home)
• No heating or hot water
• Electric faults which present a risk to those who live in the home
• Repairs that prevent access or exit to the home

We aim to have a contractor with you in six hours of you contacting us and complete the repair in 24 hours.

If the repair is complex, we may need to come back to complete it, or we may need to return to follow up with a non-emergency repair (for example plastering).

Urgent repair

Are repairs which present a non-immediate risk to health and safety.

Examples include:

• Replacing/fixing hand rails
• Lock changes or fixing doors that are not a safety/security risk
• Replacing faulty single locks

We aim to resolve all urgent repairs in 14 days (for external contractors) or within 28 days (for internal contractors).

Routine repair

There types of repair are less serious and do not affect health, safety or welfare. They should not cause any further problems to your home.

Examples include:

• Radiator faults
• Cracks in walls or ceilings
• Internal door repairs

We aim to resolve all routine repairs within 28 calendar days.

Measure and fit repair

These repairs take longer than routine due to being custom made for the home.

Examples include:

• Fencing
• Window replacements (for non-standard sized windows)

We aim to resolve these within 56 calendar days.

Your repair status

You can check the status of your repair by creating a new account or sign in to My Home Account.

You can check your repair on My Home Account 24 hours after you report it.