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Report a repair

We are now able to resume bookings for new routine repairs through our online form. If you have an emergency repair or are unable to complete the form for any reason, you can call 0800 131 3348 or 0300 123 3511.

We are still working through the backlog of repairs and we understand how frustrating it can be to wait for a repair to be completed. If you have received an appointment we will do our best to attend on this date. If you haven’t received an appointment you will be contacted with one as soon as possible. Thank you to all our residents for your ongoing patience.

We are continuing to regularly review our approach to repairs in line with the latest government guidelines, including around local lockdowns, and we will highlight any specific service changes for each area should they arise.

For more information about the repairs service please see our latest Service Updates and Advice on COVID-19 (Coronavirus).

Access to your property

For us to carry out repairs and safety checks in your home, we will require access to your property. Please ensure we can gain access to your property to complete these tasks. For more information regarding your safety and staff access, please read our security advice.

If you have an emergency repair, please call us on 0800 131 3348 or 0300 123 3511.

What is considered to be an emergency repair?

What is an emergency repair infographic.

An emergency repair is something that needs to be fixed straight away, this could be:

  • A gas leak or dangerous electrical fault
  • Major damage to the structure of your home
  • A serious security problem, such as a front door that cannot be locked
  • The loss of essential services, such as water or electricity.

What the next steps will be:

  • You will be notified of the target date the repair will be completed, and whether a contractor or inspection is needed.
  • We will help you through an emergency by ensuring your home is safe as quickly as possible. We will also arrange for any follow-up work required.
For further information:

Before contacting the Customer Service Centre with a repair request, you may find it helpful to read one of the repairs self-help guides below.

The guides provide general advice and information about some of the most common things you may have problems or concerns within your home.

The guides also provide simple checks you can carry out yourself, which may solve the problem you have and prevent the need for someone to come to your home.

If you are uncomfortable about carrying out any of the checks suggested in the self-help guides or have concerns about any of the services in your home, please contact us.

You don’t have to pay for repairs that are our responsibility.

However, if you, anyone in your home or your pet cause damage to your home, you are responsible for the repair.

If we have to do the repair to make sure you and your home are safe, you will have to pay for the cost of the repair.

If the damage is caused by a break-in or vandalism, we will carry out work to make sure your home is safe. We can only do further work if you give us a Police Crime Report Number (not an Incident Number).

We carry out repairs and maintenance ourselves wherever possible. When the operative arrives at your home to carry out a check or repair, they will be in a Sanctuary Maintenance van and wearing a Sanctuary Maintenance branded uniform. 

You should always ask our operatives for identification before you let them into your home. On occasion, we will use contractors to carry out particular repairs jobs or checks for us. These contractors will also carry identification, which you should check.

If you have any suspicions about who is trying to gain access to your home, please do not let them in and contact us for more information.

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Advice on COVID-19 (coronavirus)

The health and safety of our residents, their families and our staff is our number one priority.

We are continually monitoring how we provide services to our customers during the ongoing pandemic. More information about our services can be found on our Covid-19 page and on our social media channels. Please see our latest health and safety guidance.

Read our notice