Getting help with repairs is easy - we're available 24 hours a day, 7 days a week. You can contact us by calling our free number 0300 003 5454 or by:

• Visiting our head office reception in person.
• Sending us an email.
• Our online form
• Text us non-emergency repairs to 07727 901352, including your name, address and postcode.
• Use our webchat service during office hours and talk to our team direct. Just click on the icon at the top of our website.
• Asking your Scheme or Neighbourhood Coordinator to help you report a repair.

We handle repairs based on their urgency, with three main categories:

Emergency repairs (24 hours)

When there's an immediate danger to you or your home, we'll respond within 24 hours. This includes unsecure doors and windows, major water leaks, complete loss of electricity or water and serious structural damage. If you lose heating completely between October and March, we treat this as an emergency. We also respond quickly to any dangerous structures. Remember - if you smell gas, call the National Gas Emergency Service immediately on 0800 111 999.

Standard repairs (28 days)

Most everyday repairs fall into this category. We'll fix issues like partial loss of electricity or water, minor leaks and blockages within 28 days. This timeframe also covers kitchen unit repairs, door and window repairs (when not a security risk), small plaster repairs and guttering issues. We aim to complete these repairs on the first visit whenever possible.

Planned works (Up to 180 days)

Some repairs need more time and planning. These include major exterior wall repairs, large roof repairs, fence replacements and full kitchen or bathroom replacements. We also schedule boiler replacements and complete rewiring as planned works. Our aim is to complete all planned works within 180 days.

Urgent gas repairs (7 days)

This can include leaks from radiators and boilers, partial loss of heating or hot water and issues with thermostats. Complete loss of heating between April - September is treated as an urgent gas repair.

This chart will help you to check which repairs you are responsible for and which repairs we are responsible for.

By law (the Gas Safety (Installations and Use) Regulations 1998), we must carry out annual safety checks on gas appliances and pipework owned by us, even if the supply has been capped at the meter or boiler. This free safety check is to ensure any gas equipment is installed correctly and working safely and efficiently. If your gas appliances are not serviced each year, you and your family members could be exposed to the potential risk of carbon monoxide poisoning or a gas explosion. You can find out more about gas safety checks in the My Safety section.

We carry out an electrical test in our properties every five years. When your home is due to be tested, we will contact you to let you know who will be carrying out the work and when it will take place. Find out more in the My Safety section.

We understand you have a busy schedule, so we offer flexible appointment times. You can choose:

• A morning slot from 8:00 to 13:00.
• Or afternoon from 12:00 to 18:00.
• For parents, we offer school-run friendly appointments between 10:00 and 14:00.
• All-day appointments run from 8:00 to 18:00.
• If these times don't work for you, ask about our limited evening and Saturday morning appointments.

To help us provide the best service, we need someone aged 16 or over to be home for appointments. Please give us 48 hours' notice if you need to cancel. Repeated missed appointments may result in charges, so it's important to keep your appointment or let us know if you can't make it. Report repairs as soon as you notice them to prevent further damage, and remember we need access for safety checks and emergency repairs.

When we visit your home, we'll send you a reminder about the appointment using your preferred contact method. Our repair team will call when they're on the way and explain what needs to be done when they arrive. After completing the work, they'll show you what's been done and book any necessary follow-up appointments before leaving. If we can't get access to your property, we'll leave a card asking you to contact us to reschedule.

While some condensation is normal in winter months, we take damp and mould issues seriously and are committed to helping you solve any problems that arise. Damp and mould can be caused by several factors, with poor ventilation being one of the most common issues.

We're actively improving how we handle damp and mould problems through enhanced staff training, better customer communication and a formal escalation process for persistent issues. Our maintenance teams are specially trained to identify and address these problems quickly and effectively.

Preventing condensation and mould

• To maintain a healthy home environment, try to keep a constant temperature between 19-21 degrees. If you're struggling with heating costs, please contact us for support and advice.
• Proper ventilation is crucial when cooking or bathing. Keep kitchen and bathroom doors closed during and for 20 minutes after use, but open windows or use extractor fans to let moisture escape. When cooking, using pan lids helps reduce steam.
• Drying clothes indoors can significantly increase moisture levels. Where possible, avoid drying clothes on radiators or indoor airers. If you must dry items indoors, ensure the room is well ventilated with open windows and running extractor fans. For those with tumble dryers, check they're properly vented or use a condenser type.
• Make sure any passive air ventilation panels at the top of your windows remain open and uncovered. Regular wiping of condensation from windows, if you're able to do so, can also help prevent mould growth. These simple actions can make a significant difference in controlling moisture levels in your home.

We're continuing our planned maintenance and investment programs to ensure your home meets both the Decent Homes Standard and Housing Health and Safety Rating System Standard. This includes regular maintenance of roofs and guttering to prevent water ingress that could cause damp problems.

Getting help

If you notice persistent damp or mould issues, don't hesitate to contact us. We've established a comprehensive response system that includes:

• Detailed information and advice for residents.
• Follow-up calls to monitor the situation.
• A formal escalation process if problems persist.
• Technical assessments by our trained staff.

Remember, early reporting of damp and mould issues helps us address them more effectively. Contact our Customer Service Centre or your Neighbourhood Coordinator to report any concerns.

We have a handy guide Controlling damp, condensation and mould you can download and we've put together a short information video to help

To report an issue with damp and mould, use our online reporting form or call the Customer Service Centre on 0300 003 5454

As a resident, you're in charge of keeping your home's interior decorated and clean. Unless you live in a property with communal gardens, you'll need to maintain your own garden. Any fixtures and fittings you've installed are your responsibility to maintain. There are some minor repairs you'll need to handle yourself including:

• adjusting doors for carpets
• fixing appliances, fixtures, fittings you have installed yourself
• replacing lost or damaged keys
• repairing small plaster cracks
• replacing glass breakage caused by you
• TV aerials or satellite dishes (unless communal) and any damage to property or neighbouring property caused by their installation

You will find a full list of repairs responsibilities in the section above called "What we are responsible for".

You have the right to improve your home and, in most cases, you do not need to tell us about this (such as decorating).

We're happy for you to make improvements to your home if you've received written approval for the work before you start. Contact us on 0300 003 5454 or use the form on MyCommunity to start this process. If you do not get permission before making improvements, you may be asked to return the property to its original condition at your expense. Or you may be charged for any remedial works we need to carry out.

You can request to carry out the following improvements (list not exhaustive) but please note that no gas related improvements will be approved:

• Replace your bathroom and/or kitchen.
• Replace electrical heating or electrical installation.
• Replace external or internal doors.
• Driveways and pathways.
• Laminate flooring.
• Sheds.
• Satellite dishes (no approval required for cable).

You don't need permission to decorate the inside of your home, but you must not Artex the walls or ceiling, fix polystyrene tiles to the ceiling or paint any fixtures or fittings including kitchen unit doors.

You don't need permission for domestic CCTV or video doorbells, but make sure they follow Information Commissioner's Office guidelines.

Carrying out improvements

We'll write to you to let you know if you've been given permission to make your improvements.

We may also attach conditions, for example:

• Formal planning permission is obtained from the local authority.
• Your builder must be able to provide proof of public liability insurance.
• All materials used must be matching.
• Laminate flooring will not be allowed in flats above ground floor level, due to noise issues.
• Work is carried out in a professional manner and during normal working hours.
• Work must be carried out by suitably qualified tradespersons.
• We may, at our discretion, wish to inspect approved works once they are completed.

Refusing permission

We may refuse your application for the improvements of the proposed works but will provide a full explanation if this is the case.

These are some common reasons for refusal, the list is not exhaustive:

• It may make the property unsuitable for future customers.
• It may pose a health and safety risk.
• It is likely to be objected to by your neighbours.
• It will fail to meet, or show how it would meet building or planning regulations.
• The requested changes are not in keeping with the rest of the property.
• It would risk weakening the structure of the building.

The following information provides you with further recommendations and tips for carrying out home improvements. Home Improvements - Your Rights and Responsibilities

Gardens, Driveways and Paths - Your Responsibilities

Looking after your outdoor spaces is an important part of your tenancy. This guide explains what you need to do.

Your Garden: Keep your garden tidy and in good condition. This means removing any rubbish, old furniture or other items that don't belong there. The same applies to shared areas around your home.

You must take good care of any paths, sheds, greenhouses or fences that you are responsible for. This includes keeping them clean and fixing them when needed.

Trees and Plants: You need to ask us in writing before removing any trees. Make sure your trees, bushes and hedges don't cause problems for your neighbours or damage to other properties. Hedges should not be taller than two metres (about the height of a door).

Adding New Structures: If you want to put up a shed, bird cage or similar structure in your garden, you must get our permission in writing first.

Shared Responsibilities: You and your neighbours share the responsibility for looking after any fences between your gardens.

What Happens if Things Go Wrong: If you don't keep your garden in good condition, we will write to tell you what needs to be done and give you reasonable time to do it. If you don't make these improvements, or if the work isn't done well enough, we can do the work ourselves. You will then need to pay us back within 28 days.

• You are responsible for putting all rubbish in the correct bins, storing them appropriately and putting bins in/out for collection at appropriate times.
• You must take all reasonably practicable steps to ensure that drains and sewers are kept free from blockage and used only in accordance with Environmental Agency Standards, e.g. not used for the disposal of oil or other unsuitable materials.

If your home is damaged due to crime, we'll repair it at no cost to you - just provide a crime number. However, if you, a family member or a visitor causes damage, you'll need to arrange repairs or cover the cost. We use straightforward fixed-price charging for tenant responsibility repairs. Contact our Customer Service Centre on 0300 003 5454 for current pricing details.

Paying for Repairs

You must pay us back when we need to fix damage caused by you, your family or people who visit your home. This includes (but is not restricted to) when:

• Changes you've made to your home are not done properly.
• Things are broken by accident or on purpose.
• We (or the police or emergency services) have to break in because of an emergency.
• Your electrical appliances are not put in properly or cause electrical problems.

What We Look After

We will fix the outside of your home, including:

• The main structure and walls
• Doors and door frames
• The strips of wood at the bottom of walls (skirting boards)
• The bits where doors meet the floor (thresholds)
• Floors and ceilings.

But remember - if you, your family or visitors cause damage to these things, you will need to pay for the repairs.

Safety First

You, your family, visitors, children and pets must not:

• Touch or break safety equipment like door entry systems and security cameras in shared areas
• Damage or write on walls (graffiti) in your home or shared areas
• Damage anything that belongs to:
  • Community Housing
  • Your neighbours
  • Anyone who lives in, visits or works in the area.

Looking After Your Home

You must try your best to stop damage to your home from:

• Very cold weather that might freeze pipes
• Floods
• Fire
• Things that might explode.

If Things Go Wrong

If you break these rules, we will:

• Fix the damage
• Clean up any mess
• Make any other needed repairs.

Then we will send you the bill, which you must pay.

At Community Housing, we want to ensure your home is safe, comfortable and meets high standards now and in the future. Our Planned Works and Investment Programme helps us do this by keeping your home up-to-date with essential improvements. Here's what you need to know about our goals, standards and the works we have planned.

To provide homes that meet both customer needs and company standards, we aim to:

• Meet the Decent Homes Standard by providing safe, energy-efficient homes.
• Ensure excellent building safety for all residents and visitors.
• Stay compliant with government and housing regulations.
• Support sustainable tenancies by maintaining homes and neighbourhoods.
• Provide value for money by delivering quality services on time and within budget.
• Balance repairs and planned works to manage costs and improve service.

Decent Homes Standard

The Decent Homes Standard is a government-set guideline for quality housing. To meet this standard, each home should comply with the minimum housing standards, be in good repair, offer modern facilities and services and provide adequate warmth and insulation.

We keep homes at this standard through planned works and renew components when they reach the end of their life. Components include essential parts of your home, like kitchens, bathrooms, doors and roofs. Here's how often we aim to renew these:

We gather information on each property, such as construction type and component age, through regular Stock Condition Surveys. By keeping up-to-date surveys (we currently hold full information that is less than 5 years old for around 90% of homes), we plan ahead for replacements, making sure that when the time comes for improvements, we're ready. Please help by keeping survey appointments, as they're essential to delivering this programme.

When planned works are due in your home, we'll contact you in advance. For many of these, you'll get to choose from different styles and colours. Here's what you can expect for each type of work:

Kitchen replacements - new units, worktops, sink, taps, splashback, extractor fan, flooring and sockets. Usually takes 10 working days.

Bathroom replacements - new bath, WC, sink, taps, electric shower, extractor fan and tiling. Usually takes 10 working days.

Window & external door replacements - new windows and doors, with a choice of door design. It may not always be the case that doors and windows are replaced at the same time.

Roof replacement - designed to match existing covering - new felt, battens and tiles, loft insulation, fascia boards, gutters, downpipes and ventilation as required. Can take up to 2 weeks.

Heating & hot water - we use efficient, reliable gas boilers by Worcester Bosch. If your home isn't on mains gas, we'll discuss alternative options with you. Installation time depends on the type of heating you already have and the size of your home

External decorations - every 5 years and includes woodwork, render repairs, cleaning and repair of gutters as needed.

Internal decorations - every 7 years (but may be longer or shorter) includes wall, ceiling and woodwork repairs.

For further information, read our Planned Works and Investment Programme guide

Tenants home contents insurance

As your housing provider, Community Housing insures the building and anything we provide. You’re responsible for insuring your own belongings (your home contents), such as furniture, carpets and electrical items.

Why might you want contents insurance?

If something unexpected happens (for example a leak, fire, theft or accidental damage), replacing your belongings can be expensive. Contents insurance can help you cover the cost of replacing your items.

We have access to a product that has been designed for tenants home contents insurance. This is provided by Ecclesiastical Insurance Office Plc (Ecclesiastical) and called - Simple Home Contents.

How do you get a quote?

You can find out more information about this insurance policy and get a quote online by visiting Tenants Home Contents Insurance.

If you’d prefer to speak to someone you can also call 0333 038 4156.

The cost of insurance depends on things like your postcode, your circumstances and the level of cover you choose.

Remember this is optional, and you can choose to use a different provider, or have no contents insurance at all.

To find out more, please visit Tenants Home Contents Insurance.

New Provider

If you had insurance arranged with this product before 1 July 2026, this will have been with Royal and Sun Alliance Limited (RSA).

From this date all new and renewing policies will be with Ecclesiastical. Their partner URIS run the servicing of the insurance, which means URIS will give you a quote, take your payments and support you if you have any questions or need to make a claim.

Everyone's needs are different. If you have a disability, are elderly or have complex needs, let us know when you report a repair. We can provide additional assistance to ensure you get the support you need. We want you to live independently in your home for as long as possible. If you need adaptations, we can help with everything from simple grab rails to major modifications like wheelchair ramps. Small adaptations can often be done quickly, while major changes might be funded through a Disabled Facilities Grant. Speak to your GP or Neighbourhood Coordinator about getting an assessment for larger adaptations.