How to report a repair

Dealing with damp & condensation

Emergency repairs

If you need to report an emergency repair outside of normal office hours (5pm-8am) please call 0800 085 1230.

Please be aware that an emergency job does not always mean it will be fixed on the first visit. The contractor will attempt to fully remedy the problem however, at times, they will have to return to finish the job completely.

Reporting a repair

When you report a repair, be clear about the exact nature of the problem and leave your name, address and a phone number where we can contact you. If you are reporting damage caused by a break-in, we will need the crime reference number that the police give you. For repairs to heating and hot water, you can contact the heating contractor directly.

If you don't know how to do this contact your Housing Office for details of this service.

Repair appointments

Normally appointments are offered between 9am-5pm Monday to Friday. If the contractor agrees, they can make appointments outside these times. Alternatively, the contractor will phone or write to let you know when they will be calling. If you cannot keep an appointment that you have made, please make sure that a relative or friend will be in. Our contractors cannot come into your home without an adult being there.

The Rydon Contact Centre is open from 8am to report repairs. Please avoid reporting repairs during peak times (9-10.30am and 12-1.30pm) or during Monday morning, unless it’s an emergency, as this will result in a longer wait time. You can report non-urgent and routine repairs electronically instead via the telephone. If you made an out of hours call and follow up work is required, you do not need to call us. The Contact Centre receive the details and will call you before 10am on the next working day to arrange.

Repair Timeframes

• Response Type: Instant Example: Lift breakdown (persons trapped in lift) Time frame: Within 2-4 hours

• Response Type: Emergency Example: Defective sanitary fittings (toilets, baths, handbasins etc) Time frame: Within 1 calendar day

• Response Type: Urgent Example: Repairs to door entry systems (dwelling and communal), repairs to window locks Time frame: Within 3 calendar days

• Response Type: One Week Example: Repairing isolated lamp failure within communal area, kitchen or bathroom extractor fans Time frame: Within 7 calendar days

• Response Type: Routine Example: Repairs to internal plaster finishes to walls or ceilings, kitchen or bathroom splashbacks, bin stores Time frame: Within 14 calendar days