REPORT A REPAIR

The Contact Centre is a freephone service where Customers and leaseholders can report any repairs required to their property, (calls from mobile phones will be charged at your suppliers rate).  We also have access to Language Line for customers for whom English is not their first language.

Please call our contact centre on Freephone 0800 590542

Our services are available 24 hours a day, 7 days a week

MONDAY TO FRIDAY – 8am to 8pm

OUT OF HOURS EMERGENCY CALLS ONLY – If you need to contact us after normal office hours because you have an emergency repair or need the urgent help of an area warden you should ring our freephone out of hours team on 0800 590542.

E-Mail any repair issues to  housing.repairs@a1housing.co.uk.

Click here to get the Repairs Handbook, which details all repairs available at your home.

Report a repair on line - fill in the form to send details of the repair Repairs contact Centre.

When you report a repair please be ready with the following information:

• Your name and address.
• A daytime telephone number where you may be contacted.
• A day when you will be available for the repair to be carried out. The contact centre will arrange an appointment for you.
• As much detailed information about the repair as possible.
• Please let the contact centre know of any special needs or disabilities, this will then be provided to the operative before he/she calls.

Is the Contact Centre the only place I can report a repair?
You can also report your repairs to any A1 Housing officer, video conferencing, SMS messaging, email, fax and on-line services.

Response categories

When you report a repair we will tell you what response category we have placed it in. Response times are measured from the date you report the problem.

• Emergency - same day within 4 hours for work to avoid serious damage to the property, or to remove immediate danger to the public or people living in the home.
• Emergency - within 24 hours for work where there is some safety risk but no immediate danger to the public or people living in the home, and/or some risk of damage to the property.
• Urgent - within 3 working days for work that needs to be done quickly to overcome serious inconvenience to people living in the property or to prevent damage to the property.
• Non urgent - within 10 working days for work where there is little chance of further damage being caused to the property.
• Non urgent - within 25 working days for repairs where there is no risk of further damage to the property. This may include situations where we need to take measurements or order specific materials.
• Planned - within 13 weeks for non-urgent work which can be put with other work in an area and carried out together. Repairs done in this way will cost less.