Find out how to report a repair, what information we need from you, what happens at your repair appointment, and how we prioritise repairs.
You can also fill in the ask about a repair form.
If you live in a flat, sheltered housing or extra care scheme, you can report repairs for communal areas.
We will need to know:
We will call you to let you know we are on our way.
Always ask to see a tradesperson’s identification. Call us on 0191 525 5000 if you would like to confirm someone’s identity.
There must be someone aged 18 or over at your home for this appointment. If you need to you can cancel or rearrange your repair appointment.
You cannot cancel your yearly gas safety or electrical safety checks, but you can rearrange them. If you think a safety check is overdue or need to rearrange it, call us immediately on 0800 587 7809.
We prioritise repairs:
These repairs are a risk to life or danger to property if they are not repaired quickly. We will respond to emergency repairs within 24 hours.
You can report an emergency repair 24 hours a day by calling 0191 525 5000.
These repairs are not emergencies but will prevent:
We will respond to urgent repairs within 7 days.
These repairs do not risk your health or safety, or further damage to your home. We will respond to routine repairs within 28 days.
These are larger repairs we complete in a planned way and there is no risk to you or your home. We may need time to order materials or organise different tradespeople. It may include:
We respond to planned repairs within 180 days.