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Acuity are carrying out tenant telephone surveys 9 to 21 May 2022 on our behalf. If you receive a call from Acuity the number displayed will be 01273 093939. See for more information

Housing repairs

Important: If you think there is a gas leak, turn off your gas supply on the appliance and at the meter.

Phone the National Grid on 0800 111 999.

Afterwards:

  • do not switch any electrical appliances off or on, including electrically operated door-entry systems
  • open windows and doors to ventilate the property
  • put out fires, naked flames and cigarettes
  • do not light or strike any matches or lighters
  • do not use any gas appliances until the gas repairer has told you it is safe to do so
  • National Grid will try to trace the leak and carry out immediate repairs if they can be done easily. If more extensive work is needed, they will put a warning label on the faulty appliance
  • you should tell us immediately if this happens. We will then do the repair as quickly as possible 

National Grid will try to trace the leak and carry out immediate repairs if they can be done easily. If more extensive work is needed, they will put a warning label on the faulty appliance.

You should tell us immediately if this happens. We will then do the repair as quickly as possible.

Report a repair

Please check Covid-19 housing advice for up to date information about which repairs we are currently able to carry out due to Coronavirus restrictions. 

You can check keeping your home in good repair for information that you are responsible for doing yourself.

To request a repair please call 0300 304 8000 between 8.30am and 4.00pm Monday to Thursday and 8.30am to 3.30pm on Fridays. Alternatively please use our report a repair online form.

Emergency repairs can be reported on the same number at weekends and outside office hours. Please do not report emergency repairs online, they must be reported by phone to ensure fastest response.

Please note that emergency repairs have a standard 24 hour call out period, there must be a person over the age of 18 within the property until the appointment is completed. We cannot guarantee an exact time for attendance.

An emergency repair is one affecting your health and safety or one that could cause significant damage to your home, if it isn’t dealt with. In an emergency, our first priority is to make everything safe. A full repair would then be booked in for a later date.

Examples of emergency repairs are:

  • No water in your home
  • Flooding
  • Major / unsafe electrical faults
  • Leaking roof
  • Leaking boiler or heating pipe
  • Loss of use of the only toilet in a property
  • Faulty Smoke Alarms
  • Burst water main
  • Severe storm damage
  • No electricity in your home (after checking with your supplier)
  • No heating (seasonal emergency during period 1 Nov to 31 April)
  • No hot water 
  • Leaking cistern or water tank
  • Breaches of security to outside doors and ground floor windows
  • Blocked mains drains, soil pipe or if the only WC in your home is blocked

Standard repairs are:

  • General plumbing leaks or problems
  • General electrical faults
  • Severe condensation and mould issues
  • General carpentry repairs
  • Kitchen unit or worktop issues
  • Issues with Door Entry Systems
  • Gutter repairs
  • Blocked sinks, basins and baths
  • Window and door issues that don’t affect security
  • Communal TV aerials
  • Fencing and Gate problems
  • Issues with garages
  • General building issues

If you are a leaseholder of a council flat, you can use this service to report repairs affecting shared parts of your block eg the roof, outside walls, shared stairs and lights.