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Reporting a repair

You can report a non emergency repair quickly & easily online through the MYaccount service any time of the day or night.

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The repair response times are:

We have put together a responsibility chart so you can see the category of your repair and when you can expect it to be carried out.

Emergency repairs

Emergency repairs can be reported 24 Hours a day, 7 days a week by calling the Customer Service Centre on 0800 169 5454

An emergency repair is where there is a potential danger to health or risk to safety of the occupant, or a danger of serious damage to the building.

We will respond to these within 24 hours according to the severity of the repair (some will be attended within 2 hours).

An example of the 2 hour response is where a tenant’s welfare is at risk and an entry to the property is required or an uncontrolled water leak.

When the emergency repair is needed out of normal office hours, we will make the property safe and secure and will then arrange to carry out any additional repairs during normal working hours.


All other Repairs will be carried out by an appointment. These are usually completed within 14 working days (unless it is specialist work such as drainage or an appointment is requested for outside the 14 day period).

We offer appointments for non emergency repairs:

Monday to Thursday:

  • Mornings 8:00am – 1pm or between 10:00am and 2:00pm
  • Afternoons 12noon - 4:50pm


  • Mornings 8:00am – 2pm or between 10:00am and 2:00pm
  • The Energy Team offer appointments up to 5:00pm on Fridays


Occasionally a repair will to be inspected before work is carried out so that we can decide exactly what is required – for example when there is dampness or structural defects. The following the inspection, the Maintenance Inspector will then arrange an appointment for the repair to be carried out.

Repair responsibilities

The care of your home is a joint one. We are responsible for most of the repairs but you are responsible for the decoration inside your home and those listed under Tenant responsibility on this responsibility chart.

You will find our Repairs and Maintenance Service Standards document, which sets out what you can expect from us, in the Information and Advice section of this site.

You must take reasonable care of your home, and report any repairs or faults straight away. If you want to make any alterations or adaptations to your home, either internally or externally, you may need our permission first. You can do this through MYaccount or by talking to your Neighbourhood Officer. If agreed, these alterations or adaptations then become your responsibility to maintain. They must also be removed and made safe when you leave your home.

If you have a mutual exchange to your home through Homeswap for example, you will be responsible for any faults or damage to the property, other than emergencies. You cannot report any other repairs first twelve months.

If you have applied to buy your home, we will only carry out basic repairs the law asks us to do. Once you have bought your home, you are responsible for all repairs.

Rechargeable Repairs

If your property is damaged (including accidentally), the repair is your responsibility.

If you carry out the repair yourself or pay a tradesperson of your own choice, an inspection by The Community Housing Group will take place to ensure the repair is safe and of a suitable standard.

Alternatively, the Community Housing Group can carry out the work for you. We can give you a quote for the repair and payment is required before work starts.

We have compiled a list of typical rechargeable repairs and their cost for you.

Controlling Condensation and Mould

Dampness caused by excessive condensation can lead to mould growth on walls and furniture.

Tips to avoid condensation:

  • Keep the temperature of your home between 19-21 degrees.
  • Do not dry clothes on radiators or indoor airer.
  • If you have a tumble dryer, make sure it is correctly vented or use a condenser dryer.
  • When cooking, keep doors shut but a widow open or extractor fan on. Use a lid on pans.
  • When bathing or showering, have a window open on the extractor fan on.
  • Keep kitchen & bathroom doors closed after use for at least 20 minutes.

Mould growth can be removed by using fungicidal washes from DIY Stores and dealing with the cause such as drying surfaces such as windows and window sills that become wet.

For more information, view our booklet 'Controlling Condensation and Mould' or if you have persistent issues, please contact your Housing Officer for further advice.