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Repairs service offer

Updated 8 December 2025
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What this means for you There are many repairs that we will do for you and there are some repairs that you will be responsible for. To find out what repairs are your responsibility please view our repairs service standard. We also recognise that there will be times when you need additional support...

Customer Portal

Updated 2 December 2025
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Out of hours emergency repairs

Updated 2 October 2024
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Our Customer Service team are available Monday to Friday 8am to 5pm. If you have an emergency repair to report out of these hours please contact us on 0300 123 8080 and you will be connected to our out of hours partner. Our out of hours service is for reporting emergency health and safety repairs...

For existing shared ownership customers

Updated 28 July 2025
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Our Homeownership team We provide services to over 6,000 homeowners. Our Homeownership team will be happy to help should you have any questions. Our Homeownership team can: Help you with questions about your lease or freehold transfer. Provide information about the services you receive. Answer...

Lifts and lifting equipment

Updated 12 July 2024
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What do you pay for - rent and service charges

Updated 29 July 2025
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Depending on the type of home you own you could pay rent, service charges, reserve or sinking fund contributions, and management or administration fees. If you wish to make a payment to us, go to the My home page. There is support available if you are struggling to pay your bills. Visit our Cost of...

Update on the expansion of our In-House Maintenance Services

Updated 8 April 2022
News Article
We are continuing to grow our In-House Maintenance Service

Upcoming changes you may notice when you call us

Updated 13 November 2025
News Article
We are making some improvements to your experience when you call us.

We are holding taster sessions to help women to get into a trade

Updated 7 December 2023
Newsletter Article
As part of our commitment to increasing the number of women working in our Trades teams, we held our first Women in Trades Forum which saw our female workforce come together to discuss ways to encourage more women into trades. We are hoping to inspire more women to follow in the footsteps of our

Coronavirus: Our latest advice for customers about resuming our services

Updated 20 December 2023
News Article
An update as we move into phase 3

Fencing and gates installed by you

Updated 18 February 2022
Help Article
Any fencing or gates installed by you are your responsibility to repair and replace if they become damaged. You can use the tool on this page to find a local tradesperson to repair your fencing. B&Q also provide some useful guidance on repairing a wooden fence which you may find helpful.

We are currently experiencing a high volume of requests to customer services

Updated 5 January 2023
News Article
We thank you for your patience if you are trying to report an issue to us.

Using MyAccount

Updated 1 October 2021
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How to create and sign in to your account How to check your account balance How to report a repair