click for the homepage
mobile menu button

Contact Us

apply hd

Apply

report hd

Report

pay hd

Pay

Home > Housing > Report or request a repair > Request a repair

Request a repair

We aim to provide you with a safe and comfortable home. It’s in both your interest and ours to deal with repairs quickly and efficiently.

Please be aware that some minor repairs are your responsibility.

Find out more on repair responsibilities following the link below:

Repair responsibilities

 

Report online

It's quick and easy with our online system.

During normal working hours (Mon-Fri, 9am-5pm), emergency repairs should be reported by calling 0300 123 4000.

Outside normal working hours (after 5pm during the week, or at weekends), emergency repairs should be reported by calling 0808 168 7794.

Report a repair online form

When you contact us, you will need to provide:

  • Your address and contact phone number
  • Details of the problem
  • Dates and times when convenient for us to call

 

We have an in-house team of multi-skilled operatives, who travel in Babergh Mid-Suffolk branded fleet of vans. Our friendly professional team wear uniform and ID badges. We do sub-contract out some work, such as double glazing, and gas installations.  The contractors that work on our behalf also wear ID badges and work to the same professional standards.

We provide a 24 hour service, between 4pm – 8am we only attend to Emergencies and health and safety hazards.

When you report a repair to us we will advise you of the priority. This is so you know when you can expect the repair to be attended by. Our repair priorities are listed below and are in line with the Right to Repair Legislation.

We will where possible, try to arrange a suitable date and time with you. This will depend on the repair priority, and our availability. At times this may mean you need to be flexible, as we must have an adult present during the call out. We do not book appointments for any work to the outside of your home or communal areas. This is because you do not need to be home for us to carry these works out for you.

It is important that you allow access as arranged. This is not only so we can complete the work required. If you are not in, your right to repair no longer applies.  We will leave a calling card and try to reschedule the repair with you. After 2 no access attempts, we will close your job down. You will then need to contact us to report the repair again. 

Please let us know if at any time you are unhappy with the service, work carried out or you have not heard from us when expecting to. If you organise your repair to be fixed, we are not responsible to pay for the work. It is therefore important you give us the chance to put this right for you.

Repair Priorities

When you report a repair to us we will advise you of the priority. This is so you know when you can expect the repair to be attended by. Our repair priorities are listed below and are in line with the Right to Repair Legislation.

If you prefer, we can book your appointment outside of these time frames. Just let us know.

 

Emergencies

We will attend within 24 hours:

  • Total loss of electric power
  • Unsafe power or lighting socket or electrical fitting
  • Total loss of water supply
  • Total or partial loss of gas supply
  • Blocked flue to open fire or boiler
  • Heating or hot water not working between 31 October and 1 May
  • Blocked/leaking foul drain, soil stack or toilet
  • Toilet not flushing (if there is only one toilet in the property)
  • Leak from a water pipe, tank or cistern
  • Insecure external window, door or lock
  • Major roof leak that is unable to be contained
  • Faulty smoke alarms, if they are council-installed

Urgent repairs

We will attend within 3 to 7 working days:

  • Emergency repairs that we have already made safe
  • Partial loss of electric power
  • Partial loss of water supply
  • Heating or hot water not working between 1 May and 31 October
  • Blocked sink, bath or basin
  • Tap or stop valve that cannot be turned
  • Loose or detached banister or hand rail
  • Rotten timber flooring or stair tread 
  • Leaking roof that is containable
  • Door entry phone not working
  • Broken lifts
  • Mechanical extractor fan not working

Routine repairs

We will attend all other repairs within 20 working days. We will offer you either a morning appointment (8am to 1pm) or an afternoon appointment (1pm to 4pm).

Long-term planned maintenance work

We plan to do work that doesn't fit into the other categories as part of long-term programmes, as this is the most efficient way of working. Examples include:

  • Servicing gas central heating
  • Painting the outside of your home
  • Repairing fencing
  • Replacing kitchen units and bathrooms
  • Fitting plastic windows
  • Roofing work