When reporting a repair, please give us as much information as possible including any photos that could help us recognise the issue more quickly.

Report a repair online (Link opens in new window)

You can now report a repair 24/7 using our online form.

Call us (Link opens in new window)

0300 123 2100

You can also use this number to report an out-of-hours emergency repair.

Helpful how-to videos (Link opens in new window)

Videos to help you complete certain DIY repairs.

The contractors we work with (Link opens in new window)

We work with a number of contractors to help us provide repairs and maintenance services to our customers. Get to know the companies that might deliver works on your home now and in the future.

How urgent is your repair and how long will it take?

Emergency (attended within 24 hours)

These are repairs which pose an immediate health, safety and security risk to our customers, or a risk of serious damage to their homes and our commercial properties.

These include:

  • Gas leaks, which need to be reported to Wales and West on 0800 111 999.
  • Carbon monoxide, or smoke detector sounding should also be reported to Wales and West on 0800 111 999.
  • Water supply failure needs to be reported  to Welsh Water on 0800 052 0130.
  • Serious water leaks, including roofs, which cannot be contained and will cause serious damage to property.
  • Dangerous electrical faults, including exposed conductors (bare wires) or a total loss of power to fittings.
  • A home is insecure following a break-in or vandalism, including serious damage to windows or doors.
  • Faults with a fire alarm system, or smoke detection system.
  • Unsafe structure of a property, including walls and roof tiles which could endanger people.
  • Total failure of a heating system between 1st October 1st and 1st May.
  • A property is insecure or inaccessible – please note there will be a charge for lost keys.
  • Damage caused by fire – an initial inspection will be followed by the necessary repairs to make the home safe.
  • A toilet is blocked (if only one in the building).
  • Failure of communal staircase lighting, where there is no natural light or other light sources.
  • Failure of smoke alarm.
  • A tap which cannot be turned off.
  • Blocked flue to an open fire or boiler.
  • Rotten or dangerous stair treads.

Urgent (attended within 7 days)

These are repairs which seriously inconvenience our customers, but do not cause danger.

These include:

  • Complete loss of a heating system (between 1st May and 30th September).
  • Failure of electric fittings: sockets, power outlet, ceiling rose, and switches where there is no immediate danger.
  • Leaks to plumbing that can be contained.
  • External overflow running, which would be classed as an emergency repair in winter.
  • Handrail or balustrades which are loose, or stairs are damaged.
  • Loose wash-hand basin or toilets.
  • A door entry system is not working in a block of flats.
  • There has been physical damage to emergency lighting.
  • There is partial loss of power or water supply.
  • The main roof is leaking, which can be classed as an emergency depending on the severity which would be classified when the repair is reported.
  • An extractor fan is faulty in a room where there are no windows.
  • A toilet is not flushing.

Routine (attended within 30 days)

These are serious defects which may cause damage to a home or commercial property if not dealt with swiftly, but which do not seriously inconvenience the customer.

These include:

  • Blocked or leaking gutters, or a rainwater downpipe.
  • Repairs needed to kitchen units, internal doors and skirtings.
  • Poorly fitting doors or windows.
  • Damaged gates, and fences.
  • Loose paving stones.
  • Broken extractor fans.
  • Loose wall tiles.
  • Cracked or broken glazing where no danger exists.
  • Damaged or leaking drains.
  • Partial failure of a heating system, like an individual radiator failure.
  • Minor roof leaks, waste pipes leaking outside a property.
  • Failure of a second toilet in a property.
  • Faulty taps, including dripping.
  • Broken wooden floors.
  • Any repairs needed to garages or common areas.
  • Replacement of floor tiles, or sheet flooring.
  • Leaking roofs to out-houses.

What repairs are you responsible for?

These responsibilities are listed in the Tenant Handbook.

They include :

  • Decoration and fixing of minor cracking of ceilings, walls and skirting boards.
  • The maintenance of your garden.
  • Careless damage to a property.
  • Drains and waste pipes that have become blocked through misuse.
  • Replacing light bulbs in all light fittings, with the exception of where a tool is required to open a light fitting.
  • Plugs and chains to baths, basins and sinks.
  • Removing or treating an infestation of fleas, mice, rats, wasps, bees and cockroaches.
  • Fixing a TV aerial, unless it is a communal system (a block of flats, for example).
  • The adaptation of doors to accommodate carpets.
  • Connecting and removing appliances including cookers, fridges, washers, dryers and dishwashers.
  • Replacement of a broken doorbell.
  • Replacement of broken curtain rails, coat hooks and shelving.
Maintaining your home (Link opens in new window)

In line with the new Welsh Government programme, our Assets and Energy Surveyors will now be completing all of the necessary assessments in one visit instead of three, giving us the best possible picture of our homes and minimising the disruption to you.

The whole home survey provides us, and you, with valuable insight into how your home is operating.

Home Safety Advice (Link opens in new window)

For more guidance on keeping your home safe, visit our Home Safety Advice page.