Reporting a repair

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Reporting a non-urgent repair:

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If you need to report a repair that is not urgent you can do so in a few different ways:

  • You can call us on 01204 328000 between 8am and 5.30pm Monday to Friday. Outside of these hours only emergency repairs can be reported on this number.
  • You can use our online webchat service by tapping the 'Chat with us' button in the bottom-right of your screen. If you can't see the webchat button on this page, tap here to visit our website homepage (opens in a new tab).
  • You can email us using
  • Alternatively, you can visit us in person at our reception. The address is listed here: (opens in a new tab).

If you have a query relating to Gas Servicing, please call us on: 01204 327999. If you smell gas, please call the National Grid emergency line on 0800 111 999. When you call, you'll be asked to leave a voicemail with your name, phone number, email address, and reference number (if you have one at this stage). We'll then look to call you back during the same working day - or the following working day at the latest.

Reporting issues related to damp, condensation, and mould:

We're committed to resolving damp and condensation in properties as these issues can cause problems for both the buildings and tenants’ health. You can report these issues in the usual way using the contact details listed above.

For more information on how we'll respond when you report issues relating to damp, condensation, and mould, tap here to jump to Section 9 of our Repairs Policy, which covers damp, condensation, and mould (opens in a new tab).

Our website (opens in a new tab) also includes tips and advice on how you can deal with issues relating to damp, condensation, and mould yourself - but please remember to speak to us if you’re concerned and need our support.

Reporting an emergency repair:

You must report all emergency repairs to us by phone or in person. You can phone through an emergency repair at any time.

Emergency repairs

To report an emergency repair call 01204 328000, 24 hours a day, 7 days a week.

An emergency repair is one that might result in harm to people or property if it is not fixed quickly. You will be charged if you call us out to a non emergency repair out of hours.

When you call, our staff will advise you on what an emergency repair is.

Here are some examples:

  • No lights or power.
  • Exposed bare wires.
  • A burst pipe or tank.
  • Part of the building being unsafe.
  • Blocked sewer or toilet where there is no other toilet in the property.
  • Rain entering the property.
  • Your property left unsecured through a broken door or window.
  • No heating or hot water where there are people who are ill, elderly or with disabilities affected by the problem.

If you smell gas call the National Grid emergency number 0800 111 999.

Non-emergency repairs

If you can, it's best to report all repairs over the phone as we may need to take information from you, and/or confirm an appointment. To speak with a member of our team, please call 01204 328000.

Non-emergency repairs can be reported Monday to Friday, 8.00am to 5:30pm.