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Report a Repair
To report a repair call 0121 748 8100
Who’s Responsible For A Repair
Guidance on which repairs we handle and which responsibilities are yours.
Your Repair Appointment
What to expect from your repair appointment and how we keep you updated.
Cleaning & Gardening Services
How our Estates Team keep communal areas clean, tidy and well-maintained.
Safety In Your Home
Your dedicated safety hub to help you keep your home safe and secure.
Steps to Report a Repair
To help us sort your repair as quickly as possible, follow these steps:
Identify the Issue
Check whether your repair is an emergency, urgent, or routine so we can respond appropriately.
Provide Details
When reporting a repair, give as much detail as possible, including:
- The type of issue (e.g., water leak, electrical fault)
- Where the problem is in your home
- Any immediate risks or hazards
Schedule an Appointment
Once reported, we’ll arrange an appointment for the repair.
Your Repair AppointmentKeeping You Informed
If there are any delays, we’ll keep you updated on progress.
You may be contacted after the repair to share your feedback.
By providing detailed information when reporting a repair, you help us get it sorted as quickly and smoothly as possible.
Emergency Repairs
General Emergency Repairs can be reported by calling us 0121 748 8100
If you smell gas call National Gas Emergency Hotline 0800 111 999
If there’s a power cut in your area call 105
Emergency Repairs are needed when there’s a risk to your safety, serious damage to your home, or an urgent issue that needs immediate attention.
- A water leak that cannot be contained
- Total loss of electricity or water supply
- Fire damage or flooding
- Major structural damage
- Repairs to doors and windows to secure your home
- Blocked main drain or only toilet
- Total loss of heating (with no alternative available)
- A lift that is out of order
- Offensive or discriminatory graffiti
If you have an emergency repair, we’ll send a qualified contractor within two hours to look at the emergency and make it safe. If the repair can’t be completed straight away, we’ll carry out the necessary work within 24 hours.
If specialist parts are needed, it may take longer, but we’ll keep you updated and agree on a time to return.
- If damage happens because of neglect, accident, or not reporting an issue, we may ask you to cover the cost. This usually includes:
- Faults left unrepaired, making things worse
- DIY that doesn’t work out
- Damage caused by you, household members, visitors, or pets
- Lost keys requiring lock changes
- Missed access appointments
- Rubbish left behind when you move out
We’ll always have a chat with you about costs before starting any work unless there’s an emergency that might cause safety issues or property damage.
Our Response Times
Routine Repair Usually attended the same day
Emergency Repair Attended within 2 hours, complete with 24 hours
How we ensure quality
Performance Monitoring: We survey at least 10% of completed repairs to maintain high standards.
Customer Feedback:Surveys are conducted after major works.
Annual Report: Service performance is reviewed and published.
Your feedback helps us improve – please participate in surveys when contacted.
Decent Homes Standard
All social landlords must ensure that the quality of their rented homes are at a specific standard. This is known as the Decent Homes Standard.
The Government has produced guidance around what ‘decent homes’ look like which can be found here
The Decent Homes Standards are currently under review by the Government but as part of the current standard, we must ensure that:
Your home is safe for you to live in and does not have any hazards which are serious or pose an immediate risk to the health and safety to you or anyone living in your home.
Your home is in a reasonable state of repair, it may not be:
- If one or more ‘key building components’ are old, and need replacing or need major repairs carried out;
- If two or more “other building components” are old and need replacing or need major repairs carried out.
- Your home must have reasonably modern facilities and services (this includes a modern kitchen which is 20 years old or less, reasonably modern bathroom which is 30 years old or less, adequate insulation and adequate size and layout).
- Your home must provide a reasonable degree of thermal comfort – meaning it must have both effective insulation and effective heating.
- We monitor the condition of your home by carrying out condition surveys annually. We also undertake surveys of shared spaces such as hallways. We use this information to decide on improvement works that may be required.
Please contact us 0121 748 8100 if you do not think that your home meets the Decent Homes Standard.
