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Report a non-emergency repair

If you are a tenant you need to report problems to us as part of your tenancy agreement. The Right to repair scheme has information on:

  • What repairs we carry out 
  • How long it should take 
  • What you can do if work is not carried out on time.

Waverley leaseholders can also use this service for repairs as described in their lease. 

Non-emergency repairs

A non-emergency repair may be an urgent or routine repair.

Urgent repairs

Urgent repairs apply to the following:

  • Repairs to toilets, sinks, baths, basins or taps
  • New toilet or basin
  • Leaking roof
  • Re-fixing of loose handrails, banisters, stair treads or floor boarding.

We will contact you within one working day to arrange an appointment. Urgent repairs will be completed within 7 working days of the repair being reported. 

Routine repairs

Routine repairs are those which cause only minor inconvenience and have little or no effect on the property if a repair is not immediately or urgently undertaken.

We will contact you within one working day to arrange an appointment. Through a conveniently arranged appointment with you, we will complete non-emergency repairs within a maximum of 28 calendar days.

How to report a non-emergency repair

The easiest way to report a non-emergency repair is online:

Report a non-emergency repair online

Alternatively, you can call us on 01483 523054.

For advice on tackling common problems in your home and who to contact if you need help, visit the Home advice and improvements section of our website.

Please report damp and mould to us. When damp and mould has been identified, we will investigate the cause.  

Tackling damp, mould and condensation

You need to give us access to your home to carry out repairs. This is a legal requirement in your tenancy agreement.

We, or our contractors, can access your home to see what repair work is needed and carry out those repairs. Unless it's an emergency, you will be given at least 24 hours' notice. 

If there's an emergency and we can't get hold of you, we can gain entry if we need to get into your home. For example, if a burst pipe in your flat is causing water to leak into the flat below. In an emergency, we are responsible for repairing any damage caused to enter your home. 

Emergency repairs

An emergency repair needs to be fixed quickly because it is a danger to health or safety. You must call us on 01483 523054 to report an emergency repair. 

More information on emergency repairs

We may charge you for repairs

We will tell you if the repair will be recharged when you report it. We will invoice you for payment. You can arrange to pay the invoice by instalments. 

If we need to carry out a repair which is your responsibility, you will be charged for the cost of the work. This also applies if we have to clear rubbish you have left. 

Your tenancy agreement states that you must keep your home clean, tidy and in a good state of repair. You will need to pay us for the cost of repairing any damage you cause to the property and fittings. 

If you leave your home - which includes your loft, garden and garage - in a state of disrepair, or if you leave behind any belongings or rubbish, we will carry out the work required and charge you for it. 

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