Frequently asked questions

You can report a repair in the following ways:

When reporting a repair, please give us as much information as possible about the problem you are reporting.

You can view your repairs history and the status of existing repairs by logging into your Tenants Online account.

As part of your tenancy agreement, there are certain repairs we carry out to your home, and there are others that you are responsible for.  A full list can be found in in our ‘How to guides, videos and useful downloads’ section.

When you report a repair, you will be given an appointment with an a.m. (8:00 – 1:00) or p.m. (12:00 – 5:00) arrival time slot.  Our operative should arrive during the period you have been given.  If you have provided us with a mobile phone number, the operative may let you know when they are on route by text message. 

If you are not at home, or do not answer the door when they arrive, they will leave a card to let you know they have been.  You will need to contact us to make a new appointment.  If you do not rearrange, or we are unable to gain access a second time, the repair will be cancelled and you will be notified. 

You can report a repair during the evening or at the weekend via our out of hours repairs service (tel: 01453 222104).  Emergency works, such as flooding, loss of power or heating will be attended to on the same day.

Not if they are caused by fair wear and tear.

If you, your family, visitors or pets, are responsible for damage or disrepair to your property, including accidental damage, misuse or neglect, and poor DIY or alterations made without permission, we will recharge you for any damages and subsequent repair work caused in these circumstances. 

If damage is caused by other people’s criminal activity, we will consider the circumstances and may waive the recharge for the repairs, as long as you provide us with a crime reference number.

A list of our rechargeable repairs and their estimated costs can be found in our ‘How to guides, videos and useful downloads’ section.

If a repair is not completed or if you are unhappy with the work, you should contact us as soon as possible so that we can investigate and put things right.  We welcome feedback on our performance and the service provided by our operatives and contractors.  If there is something you think we should know about, please submit a complaint or compliment.

If we do not have the parts to complete your repair, we will inform you and our repairs team will contact you to make a further arrangement in order to do so.

Contents insurance is designed to help protect your possessions.  No matter how careful you are, there is always a risk that your belongings could be broken, damaged or stolen, so home contents insurance can help provide peace of mind should the worst happen. 

Please note, we do not cover your home contents as part of your tenancy agreement.  It is your responsibility to take out contents insurance for your possessions.  To find out more information, click here.

Yes. Allowing our staff and contractors into your home will help us to keep your home in good condition.

If you don’t allow us into your home to carry out essential inspections and repairs, you may be in breach of your tenancy agreement.

We will provide you with reasonable notice to access the property, but in the case of an emergency, and to prevent injury or damage to people and property, this may not be possible.

If you apply to buy your home, responsive repairs and planned improvements will become your responsibility.  In the case of an emergency repair, we may attend and you may be recharged.

If your keys are stolen and you can give us a police crime reference number, we will change your locks for free.  If you lose your keys, we will change the locks on your property, but you will be recharged for this. 

If you require an extra set of keys, you will need to arrange and pay to have these cut yourself. 

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