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Reporting a repair

From time to time, repairs will be needed to your home. We categorise repairs in three ways – emergency, non-emergency and those smaller jobs which we ask you to do.

Take a look at our Connect Commitment on repairs to see what you can expect from us.

What is classed as an emergency repair?

Emergency repairs are those which could risk your health or safety and include things like bare electrical wires or no heating in the winter months. We will normally aim to respond within two hours. Check our full list of emergency repairs.

What is a non-emergency repair?

A non-emergency repair is something that needs attention but it isn’t dangerous and an appointment can be made for a later date. This might be a damaged internal door or leaky gutter. We normally aim to carry out non-emergency repairs within 21 days.

  • Leaks that can be contained with a towel or bucket
  • Light not working
  • Dripping tap
  • Partial loss of heating and hot water
  • Door locks if you have more than one door
  • Toilets if you have more than one toilet
  • Shower / bath / sink not working or blocked
  • Rats and mice
  • Fences and gutters

What is your responsibility?

There are minor repairs and maintenance jobs around the home that you are responsible for. These will have been explained to you when you first moved in. Check out the full list of things that are your responsibility here.

How to report a repair?

The quickest way to report a repair is online, by completing this simple form.

If the repair is complicated and you need to talk to us about it, call 0300 5000 600.

Report a repair here.

Do you have to pay for repairs carried out by Connect?

Many of the repairs we carry out within your home will be at no cost to you. Of course, where the repair is your responsibility, you will be expected to pay for it.

There are also a few occasions where we might recharge you for the cost of a repair we have done but this will be fully explained to you.

When we visit you

We will confirm when you can expect us. Anyone from Connect who visits your home will be carrying an identification card. It is really important you ask to see this card before allowing them into your home.

If you are unsure, please call us on 0300 5000 600. We would much rather you check with us if you are worried or uncertain.

Changing or cancelling appointments

If you have to cancel your appointment, please let us know as early as possible. That way we can reallocate the repair slot to someone else.

If we attend an appointment and you are 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.

If you’re trying to find out some information on how we deal with repairs, it’s likely you’ll be able to find it right here in our FAQs section.

Copyright © Connect Housing

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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