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 be assigned one of three priority levels which help our contractors attend to the most urgent repairs as quickly as possible, whilst we manage the costs to do so.

These priority levels and the timescales you can expect for your repair to be completed are explained below.

Emergency repairs - 4 to 24 hours (the issue will be made safe or fixed)

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

Urgent repairs – up to 5 working days

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

Routine repairs – up to 20 working days

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.

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 re-prioritised from routine to an emergency.

Appointments to fix repairs

Our contractors will attend to 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.

How to report a repair

There is no online process for reporting repairs at the moment. However, you can use the options below to report something that needs fixing, including 24-hour emergency support.

Reporting a repair – Local Manager based on site

If you have a Local Manager, please always refer to them first, either in person via the office, or by telephone – as they are responsible for logging new repairs, and chasing/managing existing repairs in your location.

Reporting a repair – No Manager

Residents living in housing schemes without a manager based on site can report all types of repairs with the Repairs Desk by calling 0800 731 2020 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.

Damp, mould and condensation

If you have concerns about the presence of damp, mould or condensation in your home, please report it using the ‘How to report a repair’ methods detailed above, to enable our Property team to investigate and take the relevant steps, or provide the appropriate advice, to resolve the issue.