Reporting a Repair
All repairs should be reported to us as soon as practicably possible. Repairs by appointment, routine and urgent repairs should be reported to your local area office during business hours. Emergency repairs should also be reported to your local office immediately during business hours. Alternatively the out of hours emergency service provided by our partners, Carillion, is available twenty four hours a day, every day of the year. Please note that the out of hours service is for emergencies only, and that all other repairs, (urgent, routine and repairs by appointment), should not be reported to this service.
Our 'Repair by Appointment' was introduced in April 2007. This has proved to be hugely popular with all tenants. Approximately one third of all reported repairs are now carried out this way. 'Repair by Appointment' are repairs which would previously have fallen into the category of a routine repair, but now customers can choose a two-hour time slot and date which is convenient in which the repair will be carried out, (normally no earlier than 7 days from when the repair is reported). Appointments are available during the hours of 8.30am to 4.30pm Monday to Thursday and 8.30am to 3.30pm on Fridays.
An emergency repair will be carried out where there is an immediate threat or danger to any person or to the property, for example broken glass hanging from a smashed window, or a burst pipe causing flooding in a building. Emergency repairs will also be carried out where there is a total heating or hot water loss in the property. Our target for emergency repairs is to respond within 2 hours.
An urgent repair will be carried out where the fault is not immediately dangerous or hazardous, but would cause undue inconvenience or further damage if left for a prolonged period of time, for example a leak below the kitchen sink or a blown light fitting in the bathroom. Our target for urgent repairs is to be completed within three working days.
A routine repair will be ordered for any other fault that does not fall within the emergency or urgent repair criteria, for example a dripping tap or to secure a loose door handle. For routine repairs we offer an appointment of a specific date and time to suit the convenience of the tenant (not earlier than four days after we receive your request). With some routine repairs we may wish to have a pre-inspection carried out if there is any element of doubt as to what work may be required.
Repair receipts will be sent by post for all repairs issued against tenanted properties. This receipt will confirm the details of the reported fault and will include the target completion date for the repair. The repair receipt form also includes a customer satisfaction survey form that we would encourage you to complete and return to your local office with your comments (good or bad) on the repairs service provided.
Repairs can be reported using the repairs reporting form below. When using this form please provide as much detail as possible about the required repair. It is recommended that you consult your tenant’s repairs handbook to assist you when reporting your repair. Please note that this form should not be used to report an emergency repair.
To report a repair during business hours please contact your local Thenew office.
Out of hours emergency number 08459 303031
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