Please try to include as much information as you can when you report your repair. It’s also helpful to include photos, where possible. This will help us gain a better understanding from the start.
If you need to know how long it will take for us to complete your repair, you can see our timescales below. You can find out what repairs are your responsibility on our FAQs page, under the ‘Repairs’ section.
Emergency repairs are those which put your safety and home at immediate risk. These are responded to within 24 hours but we will aim to attend within 4 hours.
If you need an emergency repair outside normal office hours (between 5pm and 9am on weekends or bank holidays), please call us on our usual number of 029 2046 8490 and you will be re-directed to our out of hours service provider. For gas escapes, please contact Transco immediately on 0800 111 999.
When contacting the Out of Hours service…
(You should only use this out of hours service in an emergency. If you make any unreasonable use of the service, you will have to pay for the call-out and repair.)
Responded to with an appointment arranged at your next convenient opportunity, with a completion aim of 5 working days.
Responded to within 20 working days.
Not sure if the repair is your responsibility? Click here to view our list of repairs and find out whose responsibility it is.
We have put together a resource hub for tenants, with useful tips and guides to help you fix those repairs that come under tenant responsibility. You can find our resource hub here.
