Reporting a repair

Find out how to report a repair, what information we need from you, what happens at your repair appointment, and how we prioritise repairs.

How to report a repair

You can:

You can also fill in the ask about a repair form.

There are checks you can do before you report a repair if you have no heating or hot water.

If you live in a flat, sheltered housing or extra care scheme, you can report repairs for communal areas.

When you report a repair

We will need to know:

  • your name, address and telephone number
  • as much information as possible about the repair
  • if there is an immediate risk to your health and safety or damage to your home
  • when you are available for someone to visit and inspect or repair your home
  • anything about your personal circumstances that would help, like you have hearing loss or find it hard to get to the door

We will:

  • give you a date and time slot for the appointment
  • send a text to your mobile to confirm the appointment date

On the day of the appointment

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.

Gas and electrical safety checks

We have a legal responsibility to complete:

  • a gas safety check once a year for all homes with a gas meter or gas pipework
  • electrical testing in your home every 5 years that tests your electrical wiring, plug sockets and lights

You cannot cancel your gas or electrical safety checks, but you can rearrange them.

If you think a safety check is overdue or need to rearrange it, call us at once on 0800 5877 809.

Waiting times and how we prioritise repairs

We prioritise repairs:

  • for vulnerable tenants
  • that would seriously affect your health, safety and wellbeing

Emergency repairs

These repairs are a risk to life or danger to property if we do not repair them 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.

Find out more about emergency repairs.

Urgent repairs

These repairs are not emergencies but will prevent:

  • health and safety risks
  • serious inconvenience
  • further damage to your home

We will respond to urgent repairs within 7 days.

Routine repairs

These repairs do not risk your health or safety, or further damage to your home. We will respond to routine repairs within 28 days.

Planned repairs

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:

  • brickwork
  • guttering
  • roofing
  • replacing your kitchen or bathroom

We respond to planned repairs within 180 days.