For repair requests, please contact our Customer Services Team on 01932 838383 or email

Emergency Repairs

For all emergency repairs, please call 01932 838383.

An emergency repair is any of the following circumstances:

  • total loss of electric heating or hot water (November to April only)
  • total or partial loss of cold water supply
  • total or partial loss of electrics
  • leaking pipes or drains
  • blocked drain or toilet, or no other toilet that can be flushed within the property
  • unsafe electrics
  • re-securing / making safe items if they are dangerous or a risk to life, e.g. windows and external doors etc.


Your responsibilities for repairs

As a tenant you are responsible for maintaining certain parts of your property.

These responsibilities include:

  • blockages to waste pipes, gullies and WCs caused by misuse
  • chimney sweeping
  • curtain rails
  • damage caused by forced entry by the police (unless nothing was found and no-one charged)
  • damage caused by you, anyone living with you, your visitors or pets
  • door adjustments required when installing flooring or floor coverings
  • doorbells (if battery powered) and door furniture
  • fuses and plugs on your own appliances
  • gardens / garden contents
  • general decoration
  • glazing (unless authorised by us)
  • keys - lost or stolen, including the replacement of locks
  • plaster damage (minor damage such as surface cracking)
  • plugs and chains for all baths, sinks, wash hand basins and WCs
  • re-programming of heating and hot water control panels
  • shower heads and hoses
  • smoke alarms (if battery powered)
  • tap washers
  • toilet seats (unless resident is in sheltered accommodation)
  • TV aerials and satellite dishes (unless linked to a communal aerial)
  • wasp's nest (unless they are interfering with our ability to carry out repairs)
  • wooden sheds or outbuildings.

For further information, please check your Icon for pdf Tenancy Agreement [1.24MB] or Icon for pdf Tenants' Handbook [473.36KB]. Alternatively, contact us on 01932 838383 or email