Report a repair
To help the Government control the spread of Coronavirus, we have taken the difficult but necessary decision to move to an emergency and urgent repairs service only.
If you have a non-urgent routine repair appointment before Friday 12 February, your repair may be rescheduled to a later date. If that happens you will get a text notification or phone call with your new appointment details. If the repair is outside of your property, your appointment will remain unchanged.
If you have already logged a new routine repair through our website and haven’t received contact from us yet, please be assured we will contact you as soon as possible to give you an appointment date.
As we and our contractors are currently working through a very large backlog of works, it may take some time to offer you an appointment.
Our team may need to leave your home if they feel they are not able to work safely. They will always make sure repairs are made safe before leaving.
Please note our call takers will not be able to provide you with any further update on current repairs or chase any outstanding repairs.
Access to your property
What is considered to be an emergency repair?
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:
- View our Repairs Handbook (PDF 4.3MB).
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.
- Key checks to stay warm during winter (PDF 46KB)
- Loss of electricity supply (PDF 47KB)
- Safety alerts for hot water cylinders (PDF 45KB)
- Oil boiler breakdown (PDF 55KB)
- General oil boiler information (PDF 74KB)
- General shower information (PDF 69KB)
- Advice on bleeding radiators (PDF 49KB)
- Loss of heating and hot water (PDF 40KB)
- Checks for carbon monoxide (PDF 53KB)
- Information and advice on faults with locks (PDF 64KB)
- Economy 7 heating and hot water information and advice (PDF 62KB)
- How to get the most of your electric heating and electric water heating (PDF 78KB)
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.