Request a Repair

Requesting a repair

On this page, you can find advice about reporting/requesting a repair. If you find that a repair is needed, please report it to us as soon as possible. You can use the form below to request a repair or telephone us on 01595 694986. If you need an emergency repair outside of office hours you should contact the out of hours emergency service on 01595 692387, for emergency repairs during office hours please telephone us.

COVID 19-Repairs Update

As part of our on-going efforts to help prevent the spread of COVID19 (coronavirus) the Association has made some changes to its repairs service. All essential repairs will be completed using procedures to minimise the risk to tenants, employees and contractors. Staff will therefore ask tenants a number of questions to assist with this process and where necessary advice will be sought from the local health protection team.

In line with government advice, to minimise face to face contact, any non-essential repairs to the property will be logged as normal but will be postponed until a later date after restrictions have been lifted. Tenants should continue to contact us with any repairs via phone or through our website. The Association's' Out of Hours' service is operating as normal for emergency repairs.

When you contact us about your emergency repair we will ask you some questions about your current situation and whether you are self-isolating so that we can understand how best to protect you and your family, as well as the member of staff that attends your home.

Please be patient with us while we ask these questions. These are required to protect the health and wellbeing of you, our staff and our contractors, which is essential in allowing us to maintain services.

If it is deemed essential that a member of staff does attend your home, they will:

• Ask some further questions at the front door before entering the property

• Distance themselves by at least two metres from anyone in the property

• Avoid touching surfaces where possible

• Wear protective gloves and other additional protection equipment where necessary

• Ask you if they can wash their hands before and after the visit, if you are happy for them to do so

All of our staff are encouraged to keep up-to-date with the latest government health advice, follow good hygiene practice and to inform their manager if they feel unwell. Staff will be expected to follow official advice and if anyone is suspected of having the virus, we would expect them to self-isolate.

We kindly ask you to minimise interaction with our tradespeople as they carry out work in your home. To keep our colleagues safe, we would ask that you stand at least two metres away from our colleagues where you can. All tradespeople will show you identification when they visit your home. Please check this and once you are satisfied, leave our tradespeople to carry out their work. Upon completion of the job, the tradespeople will advise you they have finished and are leaving, and they will see themselves out. By following these steps, we want to reassure you that there is a low risk of infection from a home visit by a staff member.


An emergency arises where there is danger to life or limb or serious damage to property. We aim to undertake emergency repairs within 6 hours. The following are emergencies:

  • A failure in the mains electrical supply, other than a power cut
  • A dangerous electrical fault
  • A burst water pipe or water tank
  • A blocked drain, if there is serious leakage
  • A blocked or totally unusable WC, if there is only one in the house
  • A property that is insecure, with a broken window or a damaged door, following an event such as a break-in or possibly storm damage

An emergency also arises if someone is locked in or locked out if the person:

  • Is elderly or disabled
  • Has other special needs
  • Is a young child

For all other tenants, being locked out due to a loss of keys is not an emergency and the replacement of keys, will need to wait until our office is open.

If the emergency occurs during office hours, you should phone us as soon as possible on 01595 694986.

If the emergency arises when our offices are closed you should call the out of hours emergency repairs service on 01595 692387. If the repair is an emergency according to the Maintenance Policy then the response centre will arrange for a contractor to attend. If the repair is not an emergency it will be dealt with when the office re-opens.

Other repairs

Most repairs are not emergencies. We classify non-emergency repairs in the following ways:


These are repairs which would become emergencies if not done quickly

Urgent repairs to be completed within 3 days include:

  • Roof leaks to the property.
  • Repair of minor water leaks on central heating and hot water installations.
  • Broken sanitary fittings.
  • Slow drainage of sanitary fittings and showers
  • Overflows which are causing a hazard


These are non-urgent.

General repairs to be completed within 10 working days include:

  • Door and window repairs, such as repairs to handles, seals etc.
  • Gutter repairs.
  • Minor roof repairs, such as broken tiles
  • Minor internal plastering repairs.
  • Repairs to boundaries
  • Dripping taps/washer replacement

We’ll try our best to meet those response times and we’ll sometimes be able to complete the work more quickly. Sometimes, though, there may be a delay for reasons beyond our control, such as a lack of spare parts from local suppliers. If that happens, we’ll provide an explanation and an estimated completion date.

In order to report the need for an urgent or general repair, please fill in this form. Please take particular care to give us full details of:

  • The address of the property
  • The exact nature of the repair required: for example, is the cold or hot water system involved?
  • A daytime contact phone number, which will often be a mobile number
  • Precise details of how and when we can gain access to the property.

It is important to give us all the details required on the form. If you don’t, we shall need to contact you again and there may be a delay before we can do the work.

Please note that you will be charged for any damage that is found to have been caused by you, your family, guests or pets.

Repair Request Form

Please do NOT use this form to report emergencies. Emergencies should be reported using the Emergency Contact Numbers.
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Repair Satisfaction Form

If you have recently requested a repair, please help us by taking a couple of minutes to fill out this short questionnaire.