Report a repair
We are sorry some of our repairs are taking longer than usual. We wanted to let you know why this is and what we’re doing about it.
In line with the UK Government roadmap on easing lockdown restrictions, we have resumed routine repairs inside homes as well as non-essential inspections and surveys.
You can report a repair by completing this form.
The health and safety of our residents, their families and our staff remains our number one priority. Please think about everyone’s safety when we visit your home by:
- Telling us as soon as possible if you or anyone in your household currently has symptoms, is self-isolating or shielding by calling 0800 131 3348 (landline) or 0300 123 3511 (mobile). This helps us to take appropriate safeguarding measures and, where appropriate, to re-plan your repair
- Keeping your distance while we are inside your home. You must make sure that you and any other household members such as children and pets stay at least 2 metres away from us at all times. You and your family should stay in another room while we are in your home. If possible, please wear a face covering
- Opening external windows and doors whenever you can as ventilation is very important in helping prevent the virus from spreading
- Clearing the area we need to work of any household items so the time we are in your home is reduced.
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. Thank you for your support.
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)
- Storage heaters (PDF 32KB)
- 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.