Report a repair
Types of repair and timescales for work to be completed
We’ve put together the following information to help explain which repairs are classed as emergency and which are non-emergency.
Once a repair is logged, it will also be assigned one of three priority levels, which help our contractors attend to the most urgent repairs as quickly as possible. These priority levels and the timescales you can expect for your repair to be completed are explained below.
An emergency repair is something that could cause an immediate hazard/danger to your health or others. For example:
- External doors that cannot be locked
- Unsecure or unsafe external glazing
- No lights or power, or wires are exposed
- Blocked main drainage pipes outside your home causing loss of facility
- Gas leak or suspected leak
- Dangerous structure
- Serious storm or flood damage
- Failure of whole central heating system (dependent on weather)
- No hot water (if no immersion heater installed)
- Communal area alarm does not work
- Lift not working
- Fractured water pipes
These are repairs we consider to be a non-emergency, so something which causes the loss of a facility, becomes a major inconvenience or which could cause a hazard if not dealt with promptly. For example:
- Lights or electric sockets not working
- Cracked bath or WC cistern causing water seepage
- Radiator or heater not working
Also classed as a non-emergency, these repairs are something that can be left for a while without causing too much of a disturbance or inconvenience. For example:
- Small repairs to doors, windows or kitchen units
- Sanitary installation
- Dripping taps
- Cracked roof tiles.- Leaking or blocked gutters.
Priority categories and timescales for work to be completed
Together with our contractors, we aim to deal with all repairs as quickly as possible, while managing the costs to do so. To help with this, depending on what type of repair you’re reporting, it will be given one of the three following priority timescales:
- Emergency – The issue will be made safe or fixed within 4 to 24 hours
- Urgent – Non-emergency repair to be completed within 5 working days / 7 calendar days
- Routine – Non-emergency repair to be completed within 20 working days / 28 calendar days
If the repair changes after it’s been reported, the repair priority can be updated appropriately. For example, if a sticking window handle becomes a window that cannot be closed/locked leaving your home unsecure, once you’ve updated your local manager about the situation or called the Repairs Desk, it would be reprioritised from routine to an emergency.
Appointments to fix repairs
Our contractors will attend emergency repairs without making an appointment, in order to see to the issue as quickly as possible.
If it’s classed as an urgent repair, the contractor will make an appointment at a time that’s convenient with you. Routine repairs may also be done by appointment or, where the contractor has an agreed fortnightly repair day with us, completed on the next repair day.
If the repair is for something our contractors will need to access your home to fix, please make sure you’ll be at home to let them in.
Reporting an emergency repair
Emergency repairs can be logged with the Repairs Desk by calling 0800 234 6163 between 8am - 6pm Monday-Friday, and 8am - 4pm on Saturday.
Outside of these hours, and if your repair is an emergency, please contact Anchor on Call.
Reporting a non-emergency repair
Existing Anchor residents living in housing schemes without a manager based on site can report a non-emergency repair using our online form below.
If your housing scheme has a manager, please report the repair to them in the first instance.
A member of our Customer Service Support team will get in touch when they receive your form to get details of your repair and advise of next steps and timescales – so please ensure you leave correct contact details below.
Providing feedback about your repair
Our repairs contractors work with the Repairs Desk or the local manager to ensure they carry out repairs satisfactorily.
In the unfortunate event that you experience a problem with the repair or service you receive from our contractors, please speak to your local manager if you have one or raise your concerns with our Repairs Desk if you don’t have a local manager.