Repairs service

Your repairs service

If anything in your home breaks or needs fixing, you can use our repairs and maintenance service.

How to report a repair

If you have an emergency repair, don’t report it online or in writing – please call us right away instead.

Phone us to request a repair using the number for your region below:

  • East and West - 0300 5000 926
  • South - 0300 7777 837

Report it online through


Write to us or visit our offices to report a repair in person - visit our contact us page to find the details for your nearest office. 

The more information you can give us the better, so we can diagnose your problem and prepare our contractors or employees to fix it.

How we’ll deal with your repair

We provide a 24/7 repairs service. So, if you need an emergency repair we'll usually attend the same day, but always within 24 hours. 

For any other repairs we'll arrange an appointment to suit you and we'll attend within 28 days. 

If several properties have a similar non-urgent problem, we'll carry out the repair as part of a planned home improvements programme. Take a look at our planned improvements page for more information. 

Did you know you can see the status of your repair online? Log on to MySovereign to find out more.

If you need an emergency repair

Our emergency repairs service operates every day of the year, 24 hours a day. If you have an emergency outside normal office opening hours, call us right away.

We'll either complete emergency work immediately, or make your home safe, and return to complete the job at a time that suits you.

If you provide misleading or false information that makes us believe your repair is an emergency when it's not, we'll charge you for the call-out.

Your repairs appointment

We’ll make an appointment to carry out your repair. Please clear any area our operatives might need to access for this visit. Read more about giving us access to your home.

If you can no longer make the appointment, please let us know so we can free up the slot for someone else who is waiting.

If you’re out when we call, we’ll leave a card with instructions on how to rebook your appointment.

Please make sure there’s a responsible adult over the age of 18 there when we arrive – if there’s not we won’t be able to carry out the repair and will have to re-book the appointment.

We expect all our contractors and employees to work in a professional way and without causing any unnecessary disruption. If you're unhappy with how they conduct themselves please tell us. 

If your repair is delayed

We always aim to carry out repairs as quickly as possible. But sometimes delays can’t be avoided, for example if we’re having difficulty getting the parts we need, or if the weather is too bad to carry out the work. We’ll contact you as soon as possible if we need to rearrange an appointment.

The cost of your repair

We're responsible for taking care of the structure of your home (such as the roof, walls, external doors), fixtures and fittings we've provided (for example, your kitchen and bathroom) and any communal areas. 

However, we'll have to charge you for any damage to these (including accidental) caused by you, your family or visitors. 

See the repairs responsibilities page for more information.

Once your repair is complete

We monitor the quality of repairs and carry out inspections and satisfaction surveys on a number of completed repairs to make sure the work has been done correctly and to an acceptable standard.

If you've got any queries or feedback about the service you receive, please tell us.