Our skilled repairs team is dedicated to keeping your home in good condition. We carry out a range of repairs, from electrical work to heating issues.
Book a repair anytime, anywhere
Our live calendar lets you book an appointment with one of our skilled tradespeople. Simply sign in or sign up using your name, date of birth and National Insurance or rent account number.
Your repair is classed as an emergency if the problem presents an immediate risk to safety, security or health.
To report an emergency repair call us on
If it’s not an emergency let us know by reporting it online.
Looking after your home
It’s important to remember that not all repairs are our responsibility. Before reporting your repair, check our repairs guide.
We carry out annual gas safety and regular electrical checks in all our homes. Not only does this help to keep you and your family safe, but it’s a legal requirement.
We will write to you ahead of time to let you know when your appointments will be. We do our best to work around your schedule, so please contact us straight away if an appointment isn’t convenient.
What to do if you smell gas
Get out of your home, calmly warn your neighbours. Call the free 24-hour national gas emergency service on 0800 111 999 (but make sure you are well away from the leak before using your mobile phone).
How do I book a repair?
We have an expert team ready to help resolve the issue and any repairs we are responsible for will be carried out free of charge to you. This includes things like insect or mice infestations caused as a result of external conditions.
The quickest and easiest way to report a repair is using our online service.
Sign up or sign in to manage your home online.
We’ll ask you some quick questions about the problem so we have all the information we need to carry out the repair.
You will then be able to choose from our best available appointments and book your repair for a time that’s convenient to you.
You can also email us on firstname.lastname@example.org (we usually respond within five working days), or you can call us on 0300 555 6666 (Monday-Friday, 8am-6pm, Saturday 8am-1pm).
Emergency repairs can be reported 24 hours a day on the same phone number.
When reporting a repair, you need to tell us your name, address, contact phone number, as much information as possible about the repair and how our repairs team will be able to get into your home.
Before booking a repair, please double-check it isn’t your responsibility to fix here.
Remember, if it is an emergency and there is immediate risk to safety, security or health, call us on 0300 555 666.
What repairs are whg responsible for?
What repairs am I responsible for?
What happens after I book a repair?
If you have booked your repair using your online account, you don’t need to do anything else. We will confirm your appointment by phone, text message or letter, and then we will see you on the day. Remember we don’t give appointment times for repairs in communal areas.
Although we will do our best to keep to your appointment, sometimes we may need to change it. For example, if we do not have the part needed for the repair.
A responsible adult must be in your home while the work is taking place.
If you need to make special arrangements (like booking a day off work), we recommend asking a family member or friend to help out.If your repair worsens, get in touch as we may need to re-prioritise it.
When will my repair be completed?
You can use your online account to book your repair and choose from our best selection of available appointments. Otherwise, your repair will be scheduled for the next available appointment.
Click here to see the latest waiting times.
We offer these time slots for appointments:
- morning, 8am-2pm
- afternoon, 12-6pm
- all day, 8am-6pm
- late afternoon, 3-6pm
- avoiding the ‘school run’, 10am-2pm.
We attend emergency repairs within three hours to make it safe, and aim to complete the full repair within 24 hours.
How do I cancel a repair appointment?
What should I do if I think there is a gas leak?
What is a disrepair claim?
What should I do if I am unhappy about the condition of my home?
You should always report any repairs or other issues promptly. We will try and resolve the issue with you and inspect your property to work out the cause. If a repair is detected, it will be completed in accordance with our repairs policy. You can check appointment dates and find out more about any outstanding repairs using our online service. Or you can contact us by phone or email.
Sign up or sign in to manage your home online.
If you remain unhappy with the condition of your home and/or our service you can make a complaint through our formal complaints procedure. Please be assured that our internal complaints team will investigate your complaint independently. The complaints procedure is free of charge to you and we will work with you to put things right if we’ve got it wrong.
I have been through the complaints process and I am still unhappy, what can I do now?
- You can refer your complaint to the Housing Ombudsman Service for an independent review.
- You can contact the Housing Ombudsman Service via telephone on 0300 111 3000, Email at email@example.com, their website at www.housing-ombudsman.org.uk or via post to; Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ).