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Reporting a repair
Has something broken in your home that’s our responsibility? We’re here to help. Find out how to request a repair, how long it’s expected to take, emergency repair information and more.
Our repair service
We run a comprehensive repair programme that prioritises emergency repairs alongside routine repairs and planned maintenance.
Before you request a repair, you should double-check that it’s our responsibility. Calling us out to fix a problem that you’re responsible
for might mean we have to charge you.
Repairs, who’s responsible?
This information is for Citizen tenants only. If you are a shared owner or leaseholder, different responsibilities apply:
Shared owners: Find out what shared owners are responsible
Leaseholders: Find out what leaseholders are responsible for
Keeping your home in good condition is a responsibility we share with our tenants. However, it’s important to understand which repairs and maintenance jobs you’re responsible for, so you don’t end up calling out our repair team to fix something that’s your responsibility.
If you or one of your visitors accidentally damages something, you’ll be in charge of fixing it. We know repairs can be pricey, so we encourage all tenants to take out content’s insurance. Just remember — not all policies are the same, so check that yours includes cover for accidental damage to your landlord’s fixtures and fittings.
I have an issue with my...
What happens on your repair appointment?
Find out how to prepare for your visit, what you need to do while we’re there and what happens if we can’t complete your repair first time.
How long will my repair take?
We know it’s frustrating when something breaks, and we’ll get to your repair as soon as we can. If your repair is an emergency, it will be managed in line with Awaab’s Law, and you will receive regular written progress updates.
Our repair targets
From April 2025, our target is to complete at least 85% of standard, non-emergency repairs within 25 working days. More complicated repairs might take longer, but we’ll make sure you’re informed about this as soon as possible.
