How to report a repair

You can report a repair in a number of ways to suit you.

LinX Self Service Portal

The quick and most cost effective option is by our self service portal, LinX. Customers can now log onto a secure area to report repairs, track progress of a repair and view their rent statement. Visit and log in to LinX.

By Telephone

Contact our Customer Services team to report your repair by telephone. A member of our team will ask you a number of questions to help us assess the problem and the priority of the repair: Emergency, Urgent, Routine, or Planned.

Repairs Helpdesk: 0800 015 2076

Outside office hours: 0800 328 3159

Lines are open: Monday, Tuesday, Thursday, Friday 08:30-17:00 and Wednesday 08:30—16:00

By Email

You can report a repair by emailing us at enquiries@futureshomescape.co.uk

In person or by post

Visit our reception area at Asher House in Ripley or write to us at:

Futures Homescape
PO Box 6458
Asher Lane
Ripley
Derbyshire
DE5 3BF

When you do report a repair:

We need to know your name, address and telephone number or other point of contact.
Details of the repair
Times that are convenient for us or a contractor to come and do the work
Whether you are hard of hearing or have any disability or difficulty getting to the door when someone calls.
If we have not carried out a previously reported repair, you can check on progress, we will need to know what the repair is, when reported, who by etc.

We will tell you:

Your repair order number
The priority, a target date or appointment by which your repair should be completed
Emergency Repairs - completed or made safe within 1 day (24 hours) from time and day reported
Urgent Repairs - within 1 week (7 days) from date reported
Routine Repairs - within 1 month (31 days) from date reported
Batched Repairs - within 3 months (90 days) from date reported
Planned Repairs - within, 6, 12, 24 months from date reported
Your agreed appointment time. You will be offered an all day or a school run (9.30am – 3.30pm) appointment for urgent and routine repairs. We also offer limited Saturday morning appointments on the 3rd Saturday of each month, subject to demand
On the day of the repair we will contact you by telephone or SMS (Text Message) to let you know when the operative is on their way to you
You will also receive a questionnaire to complete and return to provide feedback on the service provided

Emergency repairs

If you report a repair as an emergency, we will discuss the details with you to make sure that it really is an emergency. We will also offer advice to see if we can help you fix the problem over the telephone or remove the emergency nature of the call. We need to make sure we provide our emergency response service to genuine emergencies (please see your emergency repairs guide for further information).

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