You will only need your customer number the first time you report a repair.
If you need to report an emergency repair please call our Contact Centre on 0161 393 7117. If you can smell gas, call 0800 111 999 immediately.
Coronavirus: latest update on our repairs
Due to latest government advice on coronavirus we are now only attending emergency repairs - we are no longer attending routine repairs that have been booked in. This is to reduce the risk of infection to you & our staff.
We will only deal with the following list of emergency repairs:
- Total loss of power
- Total loss of water
- Insecure property
- Uncontainable leak
- Dangerous electrics and/or water on electrics
If you have an appointment for a routine repair booked
Our team will be in touch with you soon. Once we are in a position to resume routine repairs we will be in touch again to make arrangements to complete your work. Your repairs will take priority over any new ones that have been reported.
If you need to report a new routine repair at this time
You can still report non-emergency repairs and when the situation changes we’ll be in touch to make arrangements to complete your repair. Email us at email@example.com or call our Contact Centre on 0161 393 7117.
You may still see our staff still working in communal or outdoor areas, on empty homes or on building works where they will have limited social contact. It’s important that we continue to deliver as much of our service as possible. All our staff have been provided with the necessary equipment and advice to ensure they do this safely without risk to you or them.
Other ways to report a repair
If you cannot use the My Account portal then call our Contact Centre on 0161 393 7117.
When you call to request a repair we will ask you for the following information:
- Your name, address, and phone number.
- What and where the repair is in your home. Which room/item is there a fault with. What it is doing or what it isn't doing.
- When you will be available to allow access for us to carry out the repair.
When you call we will advise you:
- If it is your responsibility to carry out the repair.
- If there will be a charge for the repair i.e. lock change.
- About your repair order number – this will make it easier for you if you need to speak to us again about the repair.
- A date when the repair will be carried out or the appointment date if one is available.
- If a choice of morning 8am - 12noon or afternoon 12noon - 5pm appointment is available, we also offer school run appointments 10am - 2.30pm.
IMPORTANT - If you are out when we call, your job will be cancelled and you will need to report the repair again and arrange a new appointment.
Will I have to pay?
You may have to pay for some repairs, you will be advised of this when you report it. The minimum charge will be £60. When the operative visits your home the charge could increase. If this is the case they will inform you during the visit.
You will also be asked to sign an agreement to the charge and you will receive an invoice to pay the full amount.
We have improved our repairs service for those who have had to log a high volume of repairs.
We will now, for those customers, arrange a visit to conduct a full property investigation alongside looking at the specific repairs reported.
The inspector will identify all of the works that are required and make the necessary repairs to ensure you then shouldn’t have to report any non-emergency repairs for the next 12 months.
The inspection could take up to one hour and you will need to be at your home during the visit and provide access to all of your property, inside and out, including all the rooms and external areas.
Condensation, damp or mould?
Please see the information on our condensation page before reporting it as a repair.
Replacement fobs or additional fobs for family/carers can be provided at a cost of £11.75.
Please contact us for further information.
Electrical safety checks
We periodically carry out electrical safety checks; to ensure the electrical system to your home is safe for you to use. It is important that we carry out these checks, for us and for you. See our Electrical safety checks page for more information.
If you think you have a gas leak or can smell gas, leave the house and phone the National Gas Emergencies number immediately on 0800 111 999. If you're at home, and you can do it safely, turn off your gas supply. The gas mains tap should be beside your gas meter.