Report a repair

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.

To report a repair, login to your online account and follow the steps. Alternatively, you can call us on 0300 5000 600, fill out the form below, or send an email to hello@connecthousing.org.uk.

One of our Customer Service Officers (CSOs) 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 texts 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 and make the area clean and tidy; ready for your repair to be carried out.

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.

We expect everyone carrying out work on a property for, or on behalf of, Connect Housing to adopt standards of behaviour which are set out in a Code of Conduct.

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, roof, chimneys, walls, windows and internal/external doors.
Installations for the supply and use of water, gas, electricity, ventilation and sanitation (including baths, sinks, showers, wash-hand basins, toilets, extractor fans and heating and hot water repairs).
Any fixtures, fittings and furniture provided by Connect, including kitchen units and worktops.
Floor coverings in the kitchen and bathroom/wc areas.
Curtain battens.
Blown double-glazing in habitable rooms only (ie. when the seals have broken and the inside glass is misted up).
Boundary fencing and gates. External paving in the garden and communal areas.
Keeping any common areas adequately lit, safe to use, and in good repair. Maintenance of communal lighting, heating and fire alarm systems, where provided.
Grounds maintenance and trees in communal areas. Trees in gardens which are over 2m in height, in accordance with Connect’s Tree Maintenance Policy.
Repairing communal satellite dish or TV aerials.
Measures to address rats, mice and other pests in accordance with our Pest Control Policy.

Servicing and repairing any appliances provided by you.
Replacing cylinder jackets (covers hot water cylinder, replace if you break them).
Connecting your own cooker (which must, by law, be fitted by a Gas Safe registered engineer).
Repairing any of your DIY*.
Replacing light bulbs*, fuses, tubes & starters. (tubes and starters usually for strip lights, might be in kitchens).
Curtain tracks, blinds and other window furnishings.
Internal decoration of walls, ceilings and woodwork, including filling in surface cracks (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*.
Cleaning 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 (whether by accident, deliberate act, or neglect).*
Tightening, and if needed repairing, any fixtures and fittings (e.g. loose handles, hinges, handrails, curtain rails, wardrobes etc.).
Cooperating with Connect to deal with condensation and mould (additional advice is available here).
Maintaining your garden (including keeping paths and walkways free of weeds, and cutting back shrubs and small trees).
Repairing your satellite dish and TV aerial (unless it is shared with other residents).
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 (for pests outside our Pest Control Policy).

*If we complete this repair, the customer may be recharged for the costs of so doing.

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

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. Upstairs windows that do not have a working restrictor.
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 needs 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.