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 Wednesday, 19 June 2019

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Guide to Our Repairs Service



Guide to our Repairs Service


Changes to our repair service:

1.    Tenant repair responsibilities reflect our intention that the repairs service is fair to all tenants.

2.    Our Customer Service Officers will ask you more questions to help you out over the phone.

3.    Our Repairs Technicians can carry out repairs all day during the week.

4.    Tenants can now report their repair requests online.

5.    All of our services can now be accessed through a single phone number - 0300 5000 600.

6.    We have increased the number of in-house Repairs Technicians and decreased our usage of contractors.

7.    We're introducing a text message appointment reminder scheme.

8.    We will be offering more work experience and training opportunities to our tenants.


Tenant Repairs Responsibilities:

 Tightening up loose handles, hinges, handrails or oher such ironmongery.

 Keeping all pipes free from blockages – correctly disposing of cooking waste is advised.

 Replacing or repairing toilet seats.

 Keeping your personal satellite dish or tv aerial in working order.

 Keeping your toilet free from blockages.

 Replacing sink and bath plugs.

 Dealing with localised problems associated with insects and rodents.

 Any damage caused by badly carried out DIY.

 Repairing broken glass, unless caused by criminal activity.

 Replacing light bulbs.

 Replacing personal washing lines or clothes dryers.

 Filling wall cracks less than 3mm wide.

 Keeping drains free from leaves and other blockages.

 Replacing lost keys.

 Maintaining personal gardens and removing bulky waste items.

 Trimming doors (e.g. when a new carpet is fitted).


The tenancy agreement sets out the respective responsibilities for landlord and tenant in relation to the maintenance of the property.  Connect may recharge the tenant for any repairs that it has to carry out, which fall within the scope of the tenant’s responsibilities. Our Tenant Recharge Policy can be downloaded here.

Thought about home insurance? It could mean the difference between a broken and a replaced personal belonging, if something unexpected happens. For around £3 per fortnight the National Housing Federation can provide you with home contents insurance. To find out more, call 0845 337 2463.

How to report repairs:

Step 1: Call us to report your repair on 0300 5000 600. 

Step 2: We will ask you a few questions to find out what's wrong

Step 3: A Repairs Technician will visit you if we can't help out over the phone. 

Step 4: We will ask you when you would like to be visited and find out if a Repairs Technician is free.

Step 5: Make sure you're in for your appointment! We may have to cancel your order if we miss you. You will need to rebook a repair appointment with us if we are unable to carry out your repair when we first visit.

We may find out that you are responsible for carrying out the repair you need. If this is the case, we will provide advice tailored to your household. We may advise you to:

  •  Pick up a free tool-kit from us, which contains some of the tools you need for fulfilling your repairs responsibilities.
  •  Ask a family member, neighbour of friend if they can assist you.
  •  Contact a charitable repairs provider, such as Care & Repair or Mears Home Improvements.

Contact details & useful links:

It is understandable if you have questions relating to our new repair service. As always, we are on hand to provide assistance and reassurance if you need to talk to us.

Phone: 0300 5000 600

Office: Connect Housing, 205 Roundhay Road, Leeds, LS8 4HS


To report your repair online, visit:

To keep up to date with us via social media, visit: and



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Connect Housing Association Limited (“Connect Housing”) is a company registered in England and Wales with
company number IP17445R. We are a non-profit housing and support provider regulated by the Regulator of
Social Housing, registration number L2285. VAT Reg No 664 8458 90.