Reporting a repair

To report a repair you can ring, using the free repairs line at The Garth or Freephone number 0800 5870211 between 8.00 am and 5.00 pm Monday to Friday, write, call in person or complete a contact form for non emergency repairs online.


Out of hours emergency repairs reporting

If you need to report an emergency repair outside of the hours detailed above then ring Freephone 0800 5870211

What will happen after I report a repair?

Your repair will be noted and a receipt for the job will be held at the Property Services Department. A copy of the receipt will be sent to your house for your inspection. The work will normally be issued to one of our employees to complete.

It would help us to arrange our work programme if, when you report your repair, you tell us when we can get into your property to carry out t he work. You can make an appointment with the Property Services staff, which would normally be morning or afternoon on a specific day.


What you can expect when the trades people calling at your house to do the work.

The following code of conduct can be expect from the trades people:

  • Carry an identity card or letter of authority.
  • Respect other people and thier property.
  • Be polite and helpful.
  • Complete the repair within the response time.
  • Fulfill an appointmet whenever they are arranged. Should it not be possible to do so due to unforeseen circumstances, contact you as soon as possible and arrange an alternative time.
  • Protect your property, furniture, carpets, etc. Leave the property clean and tidy at all times.
  • If the work is external, ensure that no damage is done to the garden or any other item belonging to you.
  • Ensure that the work is carried out efficiently to a high standard and using appropritae materials.
  • Follow all Health and Safety guidance in carrying out the work.
  • They should be aware of the special needs of the elderly,disabled and vulnerable residents.
  • Respond to your request for any additional work by referral to Tanners Yard for approval.

What if the work is not carried out within the target response time?

You must report the repair again and confirm when someone will be at home to allow access. If after your second request, the work is still not carried out by the time we said we would, you have a right to be paid compensation.

As a tenant, you have the right to certain qualifying repairs, carried out within set time periods.

The Tenant's Charter, issued by the Housing Corporation, sets standards of performance for housing associations. In 1998 the Corporation issued a charter, which included a Right to Repair.

What are qualifying repairs?

Qualifying repairs are certain repairs, which if not completed on time, after two requests from you to do so, would mean you could receive compensation.

These are repairs that if not carried out on time, would be likely to jeopardise your health, safety or security, and would not cost more than £250 for us to carry out. including:


  • total/partial loss of electrical power
  • unsafe power, lighting socket or electrical fitting
  • total loss of water supply
  • total or partial loss of gas supply
  • blocked flue to open fire or boiler
  • total or partial loss of space or water heating between 31 October and 1 May
  • blocked or leaking foul drain, soil stack or (where there is no other working toilet in the dwelling house) toilet pan
  • toilet not flushing (where there is no other working toilet in the house
  • blocked sink, bath or basin
  • tap which cannot be turned
  • leaking from water or heating pipe, tank or cistern
  • leaking roof
  • insecure external window, door or loc
  • loose or detached banister or hand rail

Repairs are split into different types, depending on how serious they are.

  • Essential - completed within 4 hours
  • Emergency - completed within 24 hours
  • Urgent - completed within 7 calender days
  • Routine - completed within 31 calendar days

It is important that we can get access to your property, to allow these repairs to be carried out.

If we fail to meet our repair obligations, you are entitled to be paid compensation of £10, plus £2 per day (up to a maximum of £50) for every day the repair remains undone after the end of the second repair period.

This right to compensation will not apply where it has not been possible to gain access to your property to inspect or carry out work .

You could also contact your local authority environmental health department, and/or use the Statutory Nuisance Provisions in section 79 of the Environmental Protection Act 1990, if the work is not carried out.