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Repair Responses

Contact Form: Contact Us     


Email: Housing Support Hub

Web Chat Terms and Conditions

        Tel: 023 8028 5222


Reporting a Repair

When a problem arises, tell us immediately

In office hours, you can use Repairs Online or contact Housing Support Hub on 02380 285222.

When you report a repair, please give as much information as possible;

  • Give your name, address and phone number
  • The nature of the repair / describe the problem
  • How you can be contacted (so that we can make arrangements to carry out the work or undertake an inspection)

We will put your repair into one of the following groups/categories:

  • Emergency - 3 Hours: Response to make safe/temporary repair only. Work necessary to prevent danger to life or extensive damage to property, or if the problem will have an adverse effect on a medical need
  • Urgent - 24 Hours: Prevent suffering undue inconvenience or further damage to property
  • Priority - 5 Working Days: These are repairs that may affect the comfort of residents and likely to cause damage to the property if not carried out as a priority
  • Routine - 20 Working Days: Includes all other minor repairs
  • Programmed Works - 90 Working Days: Major items of replacement or requiring weather or safety dependent work planning
  • Inspection - 28 Working Days: Repairs requiring inspection to ascertain nature and to control budgets



  • Gas leaks - call National Gas Emergency Service - 0800 111 999 (24 hours) - also contact Housing Support Hub (in office hours) on 02380 285222.
  • Total failure of Electricity
  • Burst pipes
  • Any major fault that may cause danger to health, life or safety of the building


  • Loss of hot water (31st Oct - 1st May)
  • Loss of heating (31st Oct - 1st May)
  • Defective light fitting to kitchen, bathroom or stairway
  • Replacement WC pan, where only 1 WC
  • Restore flush to WC
  • Defective external door locks


  • Examples of priority repairs would include:
    • Renew light fitting
    • Repair leaking pipe in the property
    • Unblock drain
    • Rain penetration
    • Loss of hot water (1st May - 31st Oct)
    • Loss of heating (1st May - 31st Oct)


  • All other general repairs

Planned Works

  • External repair and painting
  • Re roofing
  • Chimney, wall or other masonry repairs


  • Damp and mould
  • Fencing and gates
  • More complex repairs


If you require emergency assistance outside of normal office hours call our Emergency Service on 02380 285250 or mobile 07771 259098.

Updated: 13 May 2020
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