Repairs

Both the association and you, the resident, have responsibilities.

We’re responsible for keeping your home safe, secure and in good condition.

However, you’re also responsible for looking after your home – and it’s important to know what you should take care of and what you should ask us to repair.

Find out who’s responsible for what >

Shared owners

If you're a shared owner, please take a look at the shared owner repairs responsibilities.

Shared owner responsibilities >

What is an emergency repair?

Emergency repairs are those needed to avoid immediate danger to your health and safety or serious damage and destruction to your home.

This includes things like:

• total loss of water
• unsafe electric fittings
• total loss of heating in winter (between 1st October and 31st March)
• blocked mains drainsoil pipe or toilet if it is the only one in the property

Reporting an emergency repair

You'll need to report an emergency repair by calling us on 0300 1234 009.

Please don't report emergency repairs by email or online.
If this number is unavailable outside of office hours please call 0203 701 3553.

We aim to make your home safe or prevent further damage. We may need to arrange a further visit to complete the repair.

Response time

To be completed within 24 hours.
You should make yourself available for the 24 hours to ensure the contractors can gain access.

Calls to 0300 numbers cost no more than a call to UK landline numbers beginning in 01 or 02 and are part of inclusive minute packages from mobile and landline operatives.

What is an urgent repair?

Urgent repairs are any repairs that are not dangerous, but that could become worse or cause other problems if they are not dealt with. This includes things like:

• follow-on works from an emergency
• minor plumbing leaks or defects
• minor electrical faults and roof leak

Response time

To be completed within 5 working days.

What is a routine repair?

This includes all other repairs that are necessary and our responsibility, but that do not affect the immediate use of the property.

Routine repairs include things like repairs to fencing, doors, windows and floors, work to kitchen fittings and other minor issues.

If the repair is needed by a resident who is vulnerable due to age, disability or another medical or social reason, we will do our best to respond as quickly as possible.

Response time

To be completed within 20 working days (28 calendar days).

If a repair is needed by a customer who is vulnerable due to age, disability or another medical or social reason, we will do our best to respond as quickly as possible.

While we don’t define whole groups of people as vulnerable by default e.g. ‘the elderly’ or ‘with young children’, when a customer contacts us to request a repair, the customer care team will confirm if there are any disabilities or support needs which should be taken into account, such as age, heart conditions, COPD or children under two.

All emergency repairs must be reported by phone (not email or online) on: 0300 1234 009.

You can report emergency and non-emergency repairs by phone, call the Customer Care Team on 0300 1234 009.

Calls to 0300 numbers cost no more than a call to UK landline numbers beginning in 01 or 02 and are part of inclusive minute packages from mobile and landline operatives.

If you call us outside of our regular opening hours (9am - 5pm, Monday to Friday) you'll be directed to our out-of-hours service. They will only be able to help you with emergency requests.
If our main number is unavailable outside of office hours please call 0203 701 3553.

You can report non-emergency repairs by email: enquiries@midlandsrural.org.uk

ALL emergency repairs must be reported by phone (not email) on 0300 1234 009.

You can report non-emergency repairs online on MyHomeOnline

ALL emergency repairs must be reported by phone (not online) on 0300 1234 009.

Find out more about planned upgrades to our homes

Please make sure you provide us with access to your home for the agreed appointment.

If access is not provided or is refused we reserve the right to recharge you for the call out.

If you are having a repair or improvement works undertaken in your home, please do not smoke in the affected room(s) for one hour before and during the works.

We have a legal obligation to provide a safe working environment and residual passive smoke presents a health hazard. We reserve the right to refuse to enter a property which has cigarette smoke lingering, and to recharge if a return visit is necessary.

Where it has been identified that residents have caused damage to their property, undertaken unauthorised alterations, or left possessions and/or rubbish behind when vacating, we will proactively seek to recover the costs from those residents for the costs incurred to rectify the damage/issues identified.

Where a non-emergency repair has been requested and it is evident that it is due to tenant damage, work will not be carried out unless the tenant agrees to pay for the full costs of the works in advance of them being carried out.

Please visit the shared owners section of our website for information about repairs and maintenance.