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
  • Mears who deliver heating repairs and servicing as well as new heating installations - Please click here to read our Customer Charter - the charter covers the service standards you can expect as a Longhurst Group customer in all heating repairs and servicing work you may receive from Mears.

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 1745 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 1745 (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.

    Appointed repairs

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

    We class an appointed 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 repairs through My Account you can choose an appointment that is convenient to you.

    We are committed to completing all appointed 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

    Each year, we invest millions of pounds in our major improvement programmes to ensure we provide safe, comfortable homes with modern facilities.

    Internally, this includes heating systems, kitchens, bathrooms, fire doors and communal decoration. External work includes doors, windows and replacement roof coverings.

    We carry out stock condition surveys every year, to help us decide which major improvement works are a priority. This ensures that homes in greatest need of improvement are addressed first.

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

  • 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.

    Please click here to read our Customer Charter - the charter covers the service standards you can expect as a Longhurst Group customer in all heating repairs and servicing work you may receive from Mears.

  • Aids and adaptations to your home

    If you or a family member are experiencing difficulties in maintaining your independence, we may be able to help by adapting your home.

    We can help you live more comfortably and safely with minor adaptations such as the installation of grab rails and handrails or lever taps on sinks.

    Typically, we are not able to fund major adaptations such as stair lifts, over bath showers, level access showers or structural alterations such as the widening of doors or installation of ramps.

    You should be able to apply for a Disability Facility Grant (DFG) from your local council. How much you can receive depends on your income and savings, so you may have to pay towards the cost.

    Although we cannot make a grant application for you, we may be able to help you with advice on aspects such as agreeing the plans and specifications.

    If your home is unsuitable for adaptations, we may still be able to assist by helping you move to a more suitable property.

  • Our grounds maintenance service

    Our grounds maintenance contractors maintain the communal grounds of our estates. The number of visits each month depends on the time of year. For example, grass cutting will take place more regularly during the growing season.

    If your home comes with a grounds maintenance service, you can expect the following.

    We will:

    • Cut all grassed areas maintained by us during the period March and October at least every two weeks (between 14 and 16 cuts each year), weather permitting.
    • Delay grass cutting during extremely wet or dry weather conditions.
    • Remove litter from shrub beds, and grassed areas prior to cutting.
    • Sweep paths clear of grass, leaves and litter after every cut.
    • All shrubs will be pruned back annually to reduce top growth.
    • When the weather is dry, the spraying of weeds will be undertaken in as many areas as possible. 

    We will not:

    • Cut hedges until August due to the Wildlife & Country Act 1981, which prevents work being carried out during the nesting season.  However, if a road junction is being obstructed or a pathway is impassable because of an overgrown hedge, we will cut to make the situation safe.
    • Carry out strimming and weed spraying at the same time, as the spray will not work.

    If you are a former Friendship Care and Housing (FCH) customer, you can check when your grounds maintenance representatives are scheduled to visit your area, here:

    Please note, this service is currently only available to former FCH 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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