Reporting a repair
You can report repairs in many ways:
- By calling 01462 683307 or freephone 0800 783 0827 (some mobile networks may charge) – this number can only be used to report repairs
- In person at our office reception
- By letter
- By email firstname.lastname@example.org
- Via our website
- By speaking to any member of staff visiting your home.
Repairs are sorted by priority, depending on how serious the problem is. If a repair is deemed to be an emergency we will attend within 24 hours. Otherwise we will let you know when we can attend.
We offer morning or afternoon appointments rather than allocating a specific time. The morning slot will be from 8am until 12.30pm and the afternoon appointments are anything after that. Please note that these times are to attend, not necessarily to resolve the problem, as parts may need to be ordered to complete a repair.
Once a repair has been reported and logged onto our computer system, a job number (repair order number starting with the letter A) will be created. You will be told this repair order number at the time of phoning or via a text.
Inevitably some emergency breakdowns occur outside office hours. You can report these through to our emergency number which is 0300 3030029. They will advise you on what to do and if the repair required is in fact an emergency.
Please note, if our operatives attend but then find that the repair is not an emergency you could be charged for the call-out.
We can’t list every emergency situation but these are some typical examples:
- Serious fire
- Serious electrical fault
- Burst pipes
- Blocked drains (not waste pipes to bath and basins)
- Dangerous walls or chimneys
- Gas leak and escape of fumes, please call Transco on 0800 111999 in the first instance and then call us
- Total loss of water supply
- Having to secure main doors or boarding up windows damaged by vandalism or burglary
- Defective sanitary systems where there is only one toilet
- Total loss of heating between October and the end of April.
No Heating/No Hot Water? Please check the following before reporting a repair to us:
- Has your meter got a credit on it? If the fault has occurred due to insufficient credit on the gas meter, this could lead to a resident charge.
- Is your heating controlled by a Hive or another similar application provided by your gas supplier? Please check to see if your heating system works without using the application. If it is the controller/application that is faulty then you will need to contact your gas supplier. Please note that a resident charge would apply, should we attend and the contractor finds that the fault lies with the controller/application.
Please note that 'no hot water' is not considered an emergency.
You are responsible for any damage to your home caused by you, your family or visitors. You are also responsible for repairs that become necessary because you have failed to occupy your home in a way that a reasonable resident would. In these circumstances we may charge you for the repair.