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Report a repair


We’re extremely busy dealing with customer queries at the moment and, as a result, it may take us longer than usual to get back to you.

We’ll continue to keep you updated when we can, however, we may not be able to meet the timescales set out in our service standards.

We thank you for your continued patience and apologise for any inconvenience caused.

To report repair, please call 0800 111 4013 and select option one, followed by option two and then:

  • Option one for emergency repairs
  • Option two for all other repairs.

We class an emergency as an immediate risk to your safety, security or health. 

Calling us

It’s our aim to answer your call as soon as we can. We understand that waiting in a queue can be frustrating, but we’re working hard to answer your call as quickly as possible.

*We’ve now introduced a queue number information system which’ll keep you updated on how your call is moving through the queue.

If your call hasn’t been answered within 30 seconds, we’ll let you know where you are in the queue. We’ll then update you every 60 seconds as you move up the queue until your call is answered.

Please continue to hold. We’ve increased the number of call handlers working in our Contact Centre, so you can move through the queue quite quickly.

*Please note, the queue system is not in place for calls to our heating repairs contractor, Aaron Services.

If your call isn't an emergency, the best times to call us Monday to Friday are between 9.30am and 11.30am and from 2.30pm to 4.30pm.

Please note, if you’re reporting a repair outside of our office hours (9am–5pm), the option sequence will be different. Please listen to the full message before selecting the appropriate option.

If you have an existing appointment and the issue is resolved before we attend or the agreed date is no longer convenient, please contact us as soon as possible so we can reschedule our contractors to help other customers.

Hot to: Repairs

One of our repairs contractors, Morgan Sindall, has created a series of ‘how to’ videos to help you carry out such routine repairs.

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