Repairs and alterations

You can report a repair 24/7 over the phone, by email or online. 

Emergency repairs must be reported to us by calling 0191 278 7878.

Request a repair

My Account

The quickest way to report a non-emergency repair is to use My Account – it’s a really handy system and can be easily accessed with a computer, tablet or mobile phone.

The repairs section of My Account provides lots of repair types to choose from and helps you to easily provide all of the information we need to book someone to attend to your repair.

Email

• email our repairs team

Phone

• call 0191 278 7878
• use your intercom if you live in one of our multi-storey blocks

Your repair responsibilities

Before you report a repair, you should ensure that the repair is not your responsibility.

If you would like us to carry out a repair that is your responsibility, or if you have damaged the property, you may be charged for the cost of the repair.

Under your tenancy agreement you should carry out minor works yourself. This includes:

• decorating the inside of your home
• replacing locks
• fitting extra catches and safety devices to doors and windows
• installing burglar alarms
• door handles on doors inside your home
• plugs and chains in baths and sinks
• toilet seats and lids
• small cracks in plaster
• draught exclusion (provided the doors and windows fit reasonably
• minor repairs to kitchen units
• fitting TV aerials or satellite dishes (subject to permission)

It could also include supplying and fitting things like:

• shower heads
• toilet roll holders
• towel rails
• mirrors
• curtain rails
• light fittings
• shelving
• plugs
• coat hoots
• washing lines
• rotary driers

If you plan on making any changes to your home then you may need to contact us to request permission before work is carried out. To find out more, please visit our page on making changes to your home.

Repairs we carry out

We can carry out both internal and external repairs to your home. These include:

Internal

• Electrical, plumbing and gas faults
• Plasterwork repairs
• Bathroom and kitchen fitting repairs

External

• Fence work
• Brickwork repointing
• Guttering
• Roofing leaks
• Door and window repairs

Repair timescales

Under the right to repair scheme, there are 3 main categories of repair that we can carry out.

1. Routine (attended by appointment within 15 working days)
Repairs which will not seriously interfere with the comfort and convenience of the resident, for example:

• Repairs to plasterwork
• Repairs to doors and windows
• Repairs to bathroom and kitchen fittings
• New sanitary fittings (bath, toilet and wash-hand basin)

2. Urgent  (attended by appointment within 1 to 7 days, depending on risk)
Repairs which seriously affect the comfort of the resident or cause potential damage to the property, for example:

• Plumbing and drainage faults
• Roof leaks
• Majority of gas repairs
• Partial loss of heating

3. Emergency (attended by appointment within 4 hours)

Repairs which, if not attended to, could cause serious damage to the building/property or a high safety risk to health of the tenant, for example:

• Gas leaks
• Total electrical failure
• Total heating failure (winter)
• Burst pipes
• Making the property safe after storm damage

Will I be charged for a repair?

You will only be charged for a repair if you cause damage to your property or breach your tenancy agreement, for example:

• A lock change for when you are unable to gain access (i.e. lost keys)
• Clearance of property after you vacate if furniture or rubbish is left behind
• Any internal damage to fixtures and fittings

This will be arranged through your Housing Services office and an invoice will be sent out. 

Disrepair claims companies - know the risks

We are aware of housing disrepair claims companies targeting tenants across the country, promising compensation for repairs issues. These ‘no win, no fee’ arrangements often turn out to be nothing of the sort, with charges buried in lengthy legal contracts. Tenants can be charged thousands of pounds if they leave the agreement, and even if successful, the payment to the tenant can be quite small compared to the solicitor’s costs.

If the claim is unsuccessful, tenants can be liable for their landlord’s legal fees, which could total several thousands of pounds.

If you are approached by a disrepair claims company, please be aware of the risks involved.