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Something need fixing?

From time to time, repairs will be needed to your home. On this page is everything you need to know about booking a repair with Connect.

Report a repair

To report a repair, you can call us on 0300 5000 600, fill out the form below, or send an email to hello@connecthousing.org.uk.

You’ll be put through to one of our Customer Support Officers who will talk through the repair with you and get a job booked in. 

Once the repair is booked you’ll be given an appointment. If we need a contractor to complete the repair, then they will get in contact with you to arrange the appointment. You’ll get text’s to confirm and remind you about the appointment. 

On the day

The repair technician will arrive and complete the work. Please make sure you are in to give them access.

If it isn’t possible for them to complete the repair on the day (they may need materials or special equipment), we will book the repair back in for a later date when they have what they need.

Take a look at our Connect Commitment to see what you can expect from us when it comes to making repairs.

Repairs we make, and repairs you make

As a Connect resident, there are some repairs and maintenance jobs we are responsible for, and some that you are responsible for. We know it’s not always obvious what these are, so below is a comprehensive list.

  • The structure and exterior of the property, including paintwork, drains, gutters and external pipes.
  • Installations for the supply and use of water, gas, electricity, and sanitation (including baths, sinks, wash-hand basins, toilets, bleeding radiators, and topping up boiler pressure).
  • Any fixtures, fittings and furniture provided by Connect.
  • Curtain battens.
  • Keep any common areas adequately lit, safe to use, and in good repair. 
  • Trees in communal areas.
  • Repair communal satellite dish or TV aerials.
  • Replace doorknobs & letter boxes.
  • Blown windows (when the seals have broken and the inside glass is missing only).
  • Pest control of mice and rats internally to your home and any other communal areas. 
  • Servicing and repairing gas appliances you own.
  • Replacing cylinder jackets (covers hot water cylinder, replace if you break them).
  • Connecting your own cooker (and if using bayonet fitting).
  • Repairing any of your DIY*.
  • Replacing light bulbs*, fuses, tubes & starters. (tubes and starters usually for strip lights, might be in kitchens).
  • Filling in cracks in the wall (only if they are less than 3mm wide).
  • Removing household rubbish and bulky items.*
  • Replacing lost keys for any part of the property and changing locks appropriately*.
  • Clean extractor fan(s).
  • Upkeep and servicing of burglar alarms (we are responsible for them if you have lived in your property and they were installed before 2005).
  • Fixing tripped electrical supply if caused by a faulty appliance you own*.
  • Clearing kitchen sink, toilet and bathroom blockages*.
  • Cleaning and repairing broken glass (unless caused by criminal activity)*.
  • Shaving doors so they fit (e.g. if a new carpet is fitted).
  • Repairing damage you and/or visitors have caused (by accident, abuse, or neglect).*
  • Tightening, and if needed repairing, any fixtures and fittings (e.g. loose handles, hinges, handrails, curtain rails, wardrobes etc.). 
  • Repairing any appliances not provided by Connect.
  • Dealing with condensation and mould (link here).
  • Maintaining your garden (including paths, walkways and trees).
  • Repairing your satellite dish and TV aerial.
  • Looking after your own washing lines or clothes dryers (if they are communal we will replace and repair when needed).
  • Repairing or replacing toilet seat(s). 
  • Replacing sink and bath plugs and chains.
  • Pest control (other than rats and mice).

*If we complete this repair, we will charge you.

Chargeable repairs

We can make some repairs for you, but if they are not our responsibility (see the above list) then there will be a charge. We will fully explain the cost of the repair to you and how you will be charged.

  • Replacing light bulbs
  • Clearing blockages due to fat/toys/wipes
  • Replacing broken glass
  • Replacing lost keys
  • Damage by the tenant/family/friends – accidental or on purpose
  • Rubbish left
  • Electrics tripping and finding it being tripped by tenants own appliance
  • Repairing or replacing shower heads
  • Not asking for permission to change something and we/they have to change it back
  • Doors being broken by police
  • Smoke alarm battery replacements

Emergency repairs

Emergency repairs are those which could risk your health or safety. This includes things like bare electrical wires or no heating in the winter months. We will always aim to respond as quick as we can.

  • Water leaks through a ceiling/onto electrics
  • Whole ceilings falling down
  • Hardwired smoke alarms constantly beeping
  • Doors/windows smashed in by police/burglars
  • Unable to lock doors
  • Downstairs windows that are not secure
  • Toilet flush handles that have snapped and no other toilet available
  • Blocked toilets, if only one in the property and tenant has tried to unblock
  • Blocked drains and gutters
  • No power to property
  • No heating
  • Ground works if there is a potential trip or fall
  • Stair nosings in communal areas that have come loose
  • Door entry system for vulnerable tenants who need access for carers
  • Trees that are dangerous and could fall onto property

You can still call 0300 5000 600 outside of our office hours if you have an emergency repair that need’s fixing.

Changing or cancelling appointments

Please let us know as soon as possible if you have to cancel your appointment. That way we can reallocate the repair slot.

If we attend an appointment and you’re not there, but didn’t tell us, we may charge you a fee to cover our call-out costs.

Still have a question?

Before picking up the phone or dropping us a line, try our frequently-asked questions to see if the answer is already there.

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Connect Housing Association Limited is a charitable association registered in England and Wales under the Co-operative and Community Benefit Societies Act 2014 (Company No. IP17445R) and with the Regulator of Social Housing (No. L2285).

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