Follow up a repair

Update: We are prioritising emergency and safety-related work at the moment. This means some repairs are taking longer to arrange. You can check the status of your repair on My Home Account. Thank you for your patience.

Once you've reported a repair, we'll contact you to confirm your repair. Our contractors will then text you to confirm the appointment.

There's no need to report it again through a different method. This may duplicate your enquiry and cause a delay. Get in touch if you need to contact us about your repair.

Emergency repair

An emergency repair is something that poses an imminent and significant risk of harm to your health or safety.

Examples include:

• Serious water leaks
• Faulty toilet (if there is only one in the home)
• No heating (if you do not have an alternative heat source in your home, such as an open fire or log burner)
• No hot water (if you do not have alternative access to hot water in your home)
• Electric faults which present a risk to those who live in the home
• Repairs that prevent access to, or exit from the home
• Issues that mean your home is unsecure (e.g broken door locks or windows, intercom is not working)
• Severe structural damage to your home (collapse of your home, or a key element of the structure)
• When an emergency happens, we’re here to help.

We will attend within six hours and aim to make things safe within 24 hours. If more work is needed after the emergency visit, we will book a follow-on routine repair.

If a repair is deemed as an emergency hazard under Awaab's Law and we cannot make things safe within 24 hours, we will offer and arrange suitable alternative accommodation until your home can be made safe.

Routine repair

There types of repair are less serious and do not affect health, safety or welfare. They should not cause any further problems to your home.

Examples include:

• Radiator faults
• Cracks in walls or ceilings
• Internal door repairs

We aim to resolve all routine repairs within 28 calendar days.

Measure and fit repair

These repairs take longer than routine due to being custom made for the home.

Examples include:

• Fencing
• Window replacements (for non-standard sized windows)

We aim to resolve these within 56 calendar days.

Your repair status

You can check the status of your repair by creating a new account or sign in to My Home Account.

You can check your repair on My Home Account 24 hours after you report it.