Smell Gas?
If you can smell gas, suspect a carbon monoxide emergency or know a pipeline has been struck call Cadent, the National Gas Emergency Service on 0808 111 999 available 24 hours a day.
Need a Repair?
Before you request a repair, please look at the types of repairs that are your responsibility by reading our Repairs and Maintenance Guidance below.
You can report your repair to us by:
- Using our online service, HouseCall
- Calling us on 0808 100 9596, please note we only respond to emergency calls between 8pm and 7am Monday — Sunday
Repair Response Time
How quickly we carry out a repair depends on all of the following:
- What the fault is
- The amount of inconvenience it is causing you and others in your home
- Your general health and safety
- The risk of further damage to the property being caused
Sometimes, we may change the priority of a repair depending on personal circumstance, for example, if there is a risk to your health or safety, or if you will be affected by not having the repair done sooner.
Repairs and Maintenance Guidance
We've created this guide which includes useful information on:
- How to report a repair
- What we are responsible for
- What you are responsible for
- How we prioritise a repair request
- The repair process
- Other types of work that may be carried out
- Service standards
- Code of conduct
- Contents insurance
- Complaints, comments and compliments
Download: Repairs and Maintenance Guidance
You may also find these policies useful:
Rechargeable Repairs
Looking after your home is your responsibility to ensure it remains clean, tidy, in good condition and safe. This includes keeping gardens and shared areas clean, tidy and free from of rubbish.
If you are responsible for causing any damage or neglect to your home, then we may ask you to pay to fix the problem. We will charge you for any costs that we have incurred to fix the damage or repair, this includes providing any materials.
We will let you know if a repair is rechargeable at the time you report it to us or following further investigation. We will always advise you of the cost of the repair before confirming a job has been raised. In some cases, we will ask you to pay in advance before making an appointment to carry out the repair.
Examples of when we will recharge you are:
- We have to carry out work because of unnecessary damage or neglect to your home
- You end your tenancy and have left your home in an unacceptable condition
- A lock change due to misplacing keys, including doors, windows, garages, sheds etc
- Replacing broken toilets, fittings and toilet seats
- Damage to broken electrical sockets or light switches
- Damage to broken smoke/carbon monoxide detectors
- Replacing batteries in non-mains smoke detectors
- Broken windows – board or make secure a broken window
If there is a risk to the safety of your home, a risk to life, or you need a repair due to any vulnerabilities then we will take this into consideration and may not charge you for the repair carried out.
Video Remote Assistance (VRA)
Our Video Remote Assistance (VRA) allows you to report repair issues via live video technology. With just a couple of clicks our colleagues will be able to understand the repair needed in your home and all the areas it affects. They can also give you immediate advice on anything you can do to stop it getting worse, and make sure we bring the right tools and materials to get the issue fixed the first time around.
See our Video Remote Assistance in action.
Video Remote Assistance helps our customers by:
- Speeding Up Repair Diagnosis: We can visually assess issues in real time, reducing delays caused by additional call outs.
- Increasing First-Time Fix Rates: Seeing the issue on a live video makes sure the property care team arrive with the correct tools and materials.
- Keeping Customers Safe: By understanding the repairs needed, our colleagues can prioritise urgent repairs first and keep our homes safe for the families who live there.
How to Access VRA
VRA is offered when you report a repair, and we need more information to diagnose the problem. It's part of our commitment to making repairs easier and safer for you.