How to report a repair so it gets fixed faster

Report it online, not in the group chat

The Report a repair page takes about two minutes. You pick the type of problem, say which room it is in, add photos and tell us how urgent it is and whether we can go in if you are out. You get a reference straight away, whatever the time, and the maintenance team picks it up in office hours, Monday to Thursday, 10am to 5pm.

What to include

• Up to three photos of the problem. A dripping tap and a leaking pipe need different people.
• Where it is: which room, and which appliance or fitting.
• When it started and whether it is getting worse.
• The best times for access and whether we can enter if nobody is home.

What counts as an emergency

No heating or hot water in cold weather, a leak you cannot stop, no electricity, or a security problem such as a broken front door lock. Report these as urgent, and if the office is open (Monday to Thursday, 10am to 5pm) call us as well. If anyone is in danger, call 999. If you smell gas, call the National Gas emergency line on 0800 111 999 first, then let us know.

Quick checks that save a visit

Before reporting no power, check the fuse board for a tripped switch. Before reporting no hot water, check the boiler is on and the pressure is not at zero. The form suggests the checks for each type of problem, and if they do not fix it, say so and the report goes straight through.

What happens next

We pick reports up in office hours, urgent ones first, and contact you to arrange a time. If you call us about it, quote your reference. If a contractor has to come back, the reference stays the same.

Something broken right now? Report it online and keep the reference.