Report A Repair

Our repairs service is available to ensure your home is good quality, well maintained and safe.

Read the full Repairs and Maintenance and Customer Vulnerability policy or our summarised versions below.

Repairs and Maintenance Policy Customer Vulnerability Policy

Book a repair online with My Livin app and portal

You can report a repair with us 24 hours a day, 7 days a week.  

Our responsive repairs service includes evening and weekend appointments.  For non emergencies - appointment are available up to 7pm Monday to Friday and between 8am and 5pm on a Saturday.

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Emergency repairs

If your repair is an emergency, please call our 24 hour response team.

Call 0800 587 4538

Track a repair

Not sure of an appointment date? Log in and check your appointment details above.

Track a repair
Not a tenant? you can report a repair on behalf of someone else here

Your responsibilities as a tenant

When reporting a repair and whilst repairs are being carried out you should:

  • Report repairs to your home, including communal areas, in a timely manner
  • Provide sufficient information to allow us to fully diagnose and complete your repair
  • Treat our employees, representatives, and contractors with respect
  • Refrain from smoking while our employees, representatives, and contractors are in your home
  • Where possible ensure the work area is clear of furniture, belongings, and pets
  • Ensure there is an adult (16+) present for the duration of your repair appointment
  • Inform us if you need to cancel or amend your appointment
  • Inform us of any individual circumstances that may impact how we complete your repair
  • Allow us reasonable access to your home to complete an inspection or a repair to ensure the problem can be rectified as quickly as practicable
  • If you already have a repair appointment booked and you’d like to change it to an evening or to a Saturday you can do so through the link on your appointment confirmation message.

Repairs you are responsible for

Our responsibilities as a landlord

  • Emergency repairs, we will attend within 4 hours to make it safe and complete the initial repair within 24 hours.
  • Urgent repairs, we will complete within 5 working days
  • Routine repairs, we will complete within 10 working days
  • Scheduled repairs, we will complete within 25 working days
  • Task orders, we will complete between 30 to 90 working days
  • We will always treat you and your home with respect by delivering our services in a courteous and professional manner.
  • Where decoration is damaged and the damage in our view was avoidable, we will make good or agree a suitable resolution with you. Where damage to decoration during the completion of a repair is unavoidable decorating remains your responsibility.
  • We will carry out repairs to empty homes and ensure the properties meet our Lettable Standard prior to letting them.
  • Where you are actively pursuing your ‘right to buy’ or ‘right to ecquire’ we will continue to carry out repairs to keep your home wind and watertight. We will continue to provide emergency repairs relating to health and safety and statutory compliance. However, no major modernisation,planned maintenance or improvement works will be carried out to your home during this period

Customer Feedback and Complaints

Keeping you informed about your repairs

If your repair is a non emergency appointment you can track the progress of your repair using My Livin app and portal.

We will keep you informed about repairs to your home with clear and timely communication. As a minimum we will contact you when we confirm the appointment, the day before the appointment and on the day of the appointment when the operative is on route.

We will also contact you if we need to change or cancel an appointment.

We will tell you if the work is going to take longer than planned and we will inform you when we believe a repair is your responsibility and the reasons why.

Where a follow up visit is required to complete a repair we will provide you with the follow up appointment at the end of the visit. Where specialist materials are needed and an appointment cannot be provided, we will normally provide you with progress updates every seven working days until the appointment to complete the work is confirmed.

Where a repair cannot be completed as components need to be replaced or a technical inspection is required, we will normally provide progress updates to you every seven working days.

Contact us about your repair

Why are requests for repairs prioritised?

We aim to carry out all our repairs within a reasonable timescale, but also need to retain some capacity to attend to your more urgent situations much quicker. We do this by separating our repairs into four categories; emergency, urgent, routine and scheduled. This enables us to achieve the correct balance and ensures that we help customers suffering the most disruption or those at risk sooner.

Emergency repairs

Work that needs to be attended to within 4 hours and rectified. These are repairs that need to be carried out to avoid serious danger to health and safety, or where a failure to carry out the repair could cause extensive damage to the buildings and property.

Urgent repairs

Work that needs to be attended to and rectified within 5 working days. These repairs that can cause disruption or significant inconvenience, and repairs which may worsen or affect your health if left for longer periods of time.

Routine repairs

Work that needs to be attended to and rectified within 10 working days. These are day to day repairs causing some levels of disruption or inconvenience to you, and which are unlikely to significantly worsen.

Scheduled repairs

Work that needs to be attended to and rectified within 25 working days, involving repairs that cause minimal disruption or inconvenience to you or which may be grouped together.