report a repair

We are committed to delivering a high-quality, modern, and effective repairs service and to providing homes that are comfortable, maintained, and safe for people to live in.

get help with your repair

As your landlord, it is our responsibility to cover the wear and tear and ensure your home is structurally sound, safe, weathertight, and has hot water and heating.

The types of repairs we will carry out include:

  • fencing, walls, gates, footpaths
  • doors and windows
  • roofs, gutters, downpipes
  • internal walls, floors, and ceilings
  • baths, sinks, showers, toilets
  • kitchen units and worktops
  • heating and hot water
  • plumbing
  • electrical wiring, sockets, and light fittings.

The responsibility for repairing and maintaining homes is shared between believe housing and customers.

We will not carry out repairs that are the result of damage by you or any visitors you have at your home. Or, if we do carry out these repairs, we will charge you and this payment will be expected prior to works commencing, for more information please read our recharge policy.

Before reporting a repair it is important you check who is responsible for the repair:

  • Electric consumer unit and trip switches.
  • Electrical wiring, sockets and light fittings.
  • External light fittings (if installed by us).
  • Wired-in smoke and carbon monoxide alarms.
  • Sealed lights and fluorescent tubes found in kitchens and bathrooms.
  • Electric storage heaters (if installed by us).
  • Electric focal point fires (if installed by us).
  • Immersion heaters.
  • Extractor fans.
  • Heat recover units/ air-source heating and PV installations.
  • Smoke and carbon monoxide alarms.
  • Repair of component parts inclusive of two services per year.
  • Draught proofing.
  • Adaptations as a result of recommendations made by social services.

*believe housing can carry out this repair at a cost (rechargeable repair).

  • Electric meter and supply of electric.
  • Standard light bulbs (except communal areas).
  • Electrical appliances, plugs and fuses.
  • Electric cooker disconnection and reconnection.
  • General cleaning of appliances de-ashing and cleaning of throat plate.

 

A full list if landlord and customer responsibilities can be found here.

We will make you aware when we are unable to complete your repair at the first visit and keep you updated on its progress.

report a repair

Before reporting a repair please check who is responsible for the repair.

non-emergency repair emergency repair

repair categories and timescales

Depending on the type of repair you report, they will be classified and responded to within believe housing’s repair categories and timescales.

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emergency repairs

Emergency repairs are any defects that put the health, safety, or security of properties, customers, or anyone else at immediate risk.

We offer another emergency out of hours service, outside of day-to-day operating hours for repairs that pose an immediate risk to people and/or property.

Emergency repairs will be responded to and made safe within 24 hours. Where possible, a full repair will be carried out. If this is not possible, we will arrange a new appointment at a time convenient for the customer.

Examples of emergency repairs are:
• Total loss of water supply.
• Total loss of heating (between 1 October –31 March).
• Dangerous structures including wall or ceiling collapse.
• Unsecure doors and windows.

man repairing toilet, plumber

emergency out of hours service

Emergency repairs are available outside of day-to-day operating hours for repairs that pose an immediate risk to people and/ or property.

To report an emergency repair, please call us on 0300 1311 999.

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next convenient appointment

An appointable repair is a repair that can prevent immediate damage to the property and/or overcome inconvenience to customers.

Appointable repairs will be carried out within 20 working days from the time a repair is reported to the completion of the work, at the customer’s convenience.

Examples of appointable repairs are:
• Blocked gullies, sinks, and plumbing leaks.
• Partial loss of electricity.
• Partial loss of heating or water.

man with orange high vis vest, believe housing logo standing in house

planned repairs

There are some repairs that require specialist materials and/or equipment and further time to complete. They can also consist of a replacement rather than a repair of a component.

Planned repairs will be carried out within 40 working days.

Examples of planned repairs are:
• Repairing internal joinery including cupboards, shelving, skirting, and bath panels.
• Cleaning out and/or repairing defects to gutters and rainwater pipes.
• Fencing repairs.

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appointment times

believe housing offer a flexible appointment system and we aim to ensure all times are at the convenience of our customers.

We offer:
all day appointments:
• morning (8am – 12pm)
• afternoons (12pm – 4pm)
• avoid school run (9.30am – 2.30pm)
• no evening and weekend appointments.

Repairs frequently asked questions

The main purpose of the emergency repair service is to make you, and your home safe and secure. Whilst every effort will be made to undertake a full repair when responding to an emergency during normal working hours Monday to Friday, this may not always be possible and a further repair visit for follow on work may be required.

If you have an emergency repair, call us 24/7 on: 0300 1311 999.

If you smell gas, or suspect there is a gas escape, you should immediately do the following:

    • Turn off the gas supply at the emergency control valve (usually next to the gas meter)
    • Extinguish all sources of ignition
    • Do not smoke
    • Do not operate electrical light or power switches (on or off)
    • Open all windows and doors.
  • Contact the gas emergency service provider on 0800 111 999

believe housing offer a flexible appointment system for repairs (excluding emergencies which are carried out within 24 hours).

Slots available Monday to Friday are:

  • 8am to 12pm
  • 12pm to 4pm (3.30pm on a Friday)

Avoid school run appointments between 9.30am to 2.30pm.

  • You can also change your appointment through your Customer Portal Account to manage your tenancy.
  • If you need to change your appointment for whatever reason, you can do this by calling us on 0300 1311 999 so that we can rearrange your appointment for you.
  • If you are looking for an update on your repair, you can:
  • Before you contact us, you can watch our self-help videos that give some simple tips on how fix the problem.
  • Call us on 0300 1311 999