If you are a Home Group customer you should call 0345 141 4663 to report repairs, to make payments, to speak to your Customer Service Partner or for any other enquiries we can help you with.
Our customer service centre is open Monday – Friday, 7am – 8pm and Saturday, 8am – 12noon.
Out of hours emergency repairs can be reported any time using the same number.
Report a Non-Emergency repair
To report a repair click here.
The upkeep and repair of your home is the shared responsibility of you, the customer, and Home, the landlord. By working together, we can ensure your home is maintained to the highest possible standard.
Your handbook details everything you are personally responsible for, such as internal decorations and repairing anything damaged through wear and tear, and what our maintenance responsibilities, such as the structure of your home and the testing of gas heating appliances, are. We will recharge you for repairs that we carry out which are your responsibility.
We divide repairs into the following three categories:
Category 1 - emergencies which we will deal with within 24 hours. These include problems which are an immediate risk to your safety, security or health, or could lead to serious damage to the property. For example, serious water leaks, fires, or total electrical failure.
Category 2 - urgent repairs which we will deal with within seven calendar days. These include repairs which, if they are not done within seven calendar days, may cause a risk to a person's health, safety or welfare, or could cause serious damage to the property. For example, a leaking roof or partial loss of electricity.
Category 3 - routine repairs which we will deal with within 25 calendar days. These include less serious repairs which do not affect health, safety or welfare, and will not cause any more problems to the property. For example, plasterwork or joinery repairs.