Repairs and maintenance

Working with our repairs contractor, Wates Living Space, we are committed to providing a repairs and maintenance service you can rely on.

Repairs and maintenance

We work with a number of contractors to deliver works to your home. Our two main contractors are:

  • Wates Living Space who deliver day-to-day repairs, void repairs, kitchens, bathrooms and electrical works.
  • Aaron Services who deliver heating repairs and servicing as well as new heating installations

Did you know?

It is your responsibility to carry out some of the repairs that may be needed in your home, and not all repairs are our responsibility. Below, you will find all the information you need to know before you report a repair.

For more information, please contact us

  • Report a repair

    The quickest and easiest way to report a repair is through My Account. My Account is your personal, secure online account which helps you to manage your tenancy, rent and repairs for your home.

    You will receive a text confirming your appointment and a reminder text message the day before.

    If you have an emergency repair, please call 0300 123 6611 and press 1. We class an emergency as an immediate risk to your safety, security or health. 

  • Repair priorities

    All repairs are important but they need to be managed in order of priority.

    In an emergency

    We class an emergency as an immediate risk to your safety, security or health. This could include loss of power, no hot water or flooding. Call 0300 123 6611 and press 1) immediately to report an emergency repair. 

    We will let you know how quickly we will attend your home when you contact us. We may do some initial work to make safe at first, and then arrange a follow up appointment to complete the repair. We will always respond to emergency repairs as a matter of priority.

    If you suspect a gas leak please contact the National Gas Emergency Service on 0800 111 999.

    Routine repairs

    All non-emergency repairs will be appointed and we will arrange an appointment that is convenient for you.

    We class a routine repair as an issue that does not pose an immediate risk to your safety or health, such as a repair to a kitchen cupboard or a leaking tap.  

    We will aim to fix your repair on the first visit. However, we may need to carry out an assessment first and then arrange an additional appointment to complete the work.

    By reporting your routine repairs through My Account you can choose an appointment that is convenient to you.

    We are committed to completing all routine repairs as soon as possible and will fix the problem within 21 calendar days of when you first reported it. We aim to complete all heating repairs with 10 calendar days.

  • Improvements to your home

    Over time we may need to improve or replace items including kitchens, bathrooms, roofing, windows and doors. 

    To help us decide, we carry out assessments on the condition of key fixtures and fittings, which gives us information to decide on when these may need replacing on a planned programme of works.

    When your home is due for any improvement works, we will let you know what work we are planning and when this will happen. 

    Depending on the type of work planned, we may ask you to pick from a selection of options and will take into account any special requirements you may have.

    We will always respect you and your home when we carry out any improvements. 

  • Gas servicing and other safety checks

    If you suspect a gas leak please contact the National Gas Emergency Service on 0800 111 999.

    We will:

    • Complete an annual service and safety check to all gas, solid fuel and renewable energy appliances.
    • Provide you with a copy of the annual heating service record for your property, within 28 days.
    • Check communal smoke alarms regularly.
    • Carry out an inspection of electrical installations every five years.
    • Check and maintain all lifts owned by us.
    • Service and check all communal fire alarm equipment, emergency lighting and door entry systems every year.
    • Carry out water hygiene testing, where required.
  • Aids and adaptations to your home

    We understand the importance of being able to get around your home and remain independent for as long as possible. If you or someone living with you has a disability, you may need adaptations to your home to help you carry out day-to-day activities.

    We can help with minor adaptations such as grab rails and handrails.  For major adaptations, such as stair lifts, ramps and flush floor showers we will support you by working closely with occupational therapists, local authorities and home improvement agencies.

  • Our grounds maintenance service

    In areas where we have responsibility for the grounds, we will:

    • Cut all grassed areas maintained by us at least every two weeks, weather permitting.
    • Delay grass cutting during extremely wet or dry weather conditions.
    • Prune our shrubs and hedges that overhang paths and roadways when needed during the growing season.  All shrubs will be pruned back annually to reduce top growth.  All cuttings will be removed from site for disposal.
    • Remove weeds from shrub beds and hard surfaces, such as drying areas, paths and car parks, which belong to us. Moss will be removed periodically from hard surfaces where this presents a risk to health and safety.
    • Remove litter from shrub beds, out of trees and grassed areas prior to cutting.
    • Clear leaves from grassed areas, shrub beds, and landscaped areas.
    • Maintain a tree register for all trees in common areas and carry out works to them, as required, to ensure the safety of customers.
  • Making alterations to your home

    You may want to make improvements to your home yourself, however it is likely that you will need our permission to do this. Please do not start any work on your home until you have our written approval.

    Please complete the alterations permission form to make a request.

  • When you leave your home

    We let all of our homes to our lettable standard and will expect your home to be in the same standard when you leave it.

    We will recharge you for any repairs needed as a result of damage, alterations or neglect which are required to bring the property back up to the lettable standard.

    For more information, please contact us

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