Reporting a repair

What happens when you report a repair

Reporting online (website or mobile app)

You will be able to describe the problem, add photos if you want to and indicate the days and times that you will be available for the repair to be fixed.

After you have submitted the information you will receive an email or a phone call confirming the date and time of your appointment or asking for more information if necessary.

Reporting by phone

You will be asked for the following information

  • confirmation of your name, address and contact details
  • details about the repair
  • date and time when someone will be at home
  • whether your home has recently been repaired or refurbished, as the work may be covered by a guarantee
  • anything else you think we need to know about you or the property

We may be able to confirm a date and time for the repair at the end of the call. If that’s not possible we will contact you shortly to agree an appointment with you. Depending on the type of repair needed we may arrange for a surveyor to visit and inspect the problem before we can order the repair.

It is really important that someone (over 16 years of age) is at home for the appointment.

If you cannot keep an appointment, please let us know through the mobile app or by calling 0800 074 0263.

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