Close up of a pair of pliers gripping a screw


How we put things right when they go wrong

  • Visit the Help Hub for information about repairs, what you can do yourself and how to make your home safe in an emergency. There are easy-to-use DIY guides and videos to help you get things back up and running.

From dripping taps to broken boilers, every home needs a little care and attention from time-to-time.

Our repairs team can help with a range of services, although all customers are responsible for some repairs. Please read about your repair responsibilities before asking us to deal with a repair as it may be something you can and should look after yourself.

We group repairs into different kinds depending on how urgent they are. This means that we can focus on tackling the most serious problems first. This helps to keep all our customers safe and comfortable and will help avoid serious damage to your home. We know it can be frustrating to have to wait but we will do our very best to deal with problems in the other categories as quickly as we can.

Our priorities can also change during the day if there are emergencies, such as faults that could put customers in danger, that we have to deal with urgently or issues putting particularly vulnerable customers at high risk. Sometimes this can mean we have to change or cancel other appointments at short notice. We know this is frustrating for our customers so we work hard to avoid situations like this. 

Do-it-yourself repairs
Booking a repair
What to expect after booking
Prevent condensation in your home
Important information about asbestos
Your repair responsibilities

Some repairs are quick and easy to do yourself, saving you having to get in touch with us. Visit the Help Hub and search your issue to find out what you need to do!

Click here to go to the Help Hub

Book a repair appointment if something in your home is broken or not working properly.

  • Book, change or cancel an appointment online through MyAccount 
  • Emergency? Call us on 0300 456 2531.
  • We’ll assign a member of the repairs team to your request.
  • We’ll send you a text message to confirm your appointment.
  • We’ll send you a reminder message each week in the run-up to your appointment.
  • We'll send a final reminder to you 48 hours before the appointment.
  • We'll let you know when a member of the team is on their way to you.
  • Our team will visit and carry out the repair.
  • Wherever possible we will fix the problem on our first visit but sometimes we may need to make a follow-on appointment (for example where we need to order spare parts to finish the job). If this happens we will always leave your property in a safe condition and aim to complete the work as soon as possible.

Condensation is produced when warm humid air touches a cold surface. It can be caused by everyday activities in your home such as having a shower, washing and drying clothes or boiling a kettle.

If condensation forms where there is little or no ventilation, it can cause a black mouldy-looking growth to form. Don’t worry if this happens, just follow these simple steps to prevent and treat it:

Produce less moisture by:

  • using lids on saucepans to reduce steam
  • avoiding using radiators to dry clothes
  • venting tumble driers to an open window or outside.

Stop moisture spreading by:

  • opening windows or using an extractor fan when you are cooking or washing
  • keeping windows open for 20 minutes after this kind of activity - until the damp air has cleared away
  • wiping away condensation when it appears.

Ventilate moisture by:

  • opening your window vents when inside a room
  • leaving gaps between furniture and walls
  • avoiding overfilling wardrobes and drawers.

Provide even heating by:

  • keeping your home warm to prevent condensation forming
  • leaving your heating on lower for longer
  • keeping all rooms heated, including ones you don’t use.

Treat mould caused by condensation by:

  • acting straight away to prevent it spreading
  • sterilising the affected area with a fungicidal wash and keep an eye on it – if it comes back, treat it again.
  • painting the affected area with some fungicidal paint after it has cleared or, if using wallpaper, use paste with fungicidal properties
  • dry clean carpets or clothes with mould growing on them (vacuuming or brushing the mould can be hazardous to your health).

Prevent mould from forming by wiping up any condensation you see in your home.

Asbestos has not been used in the UK as a building material since the early 1980s. It is not dangerous if it is in good condition but can cause serious illness if it is broken up and inhaled.

Most asbestos has either been removed from our properties or is contained safely in:

  • gutters and rain water downpipes
  • soffit boards, boarding under canopies
  • textured paints and Artex
  • flat corrugated roof or wall sheets, especially garages
  • cold water tanks
  • roof slates, felts and linings
  • bath panels
  • roof and wall cladding
  • some storage heaters
  • internal partitions.

We have carried out a thorough asbestos survey and keep a register of properties which contain asbestos.

If any asbestos materials, or materials that you think may contain asbestos, become damaged or you wish to carry out DIY work that could disturb asbestos, please contact our Asset Management Team immediately on 0300 456 2531.

Click the orange buttons above to see which repairs we can help with, what we will deal with as a priority and which ones are your responsibility to complete. 

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