Report a repair
Our customer portal makes it easy to manage repairs 24/7.
In Connect, you can book a repair and reschedule appointments instantly, there's no need to wait for us.
You can also report repairs through our contact us page or call us on 03000 120 120.
Our repair timescales
We prioritise repairs based on how urgent they are. There are two main types:
Emergency Repairs (P1)
These are repairs that could put your health, safety, or home, at risk. Emergency repairs are attended to and completed within 24 hours. When we say an emergency repair is ‘completed’, we mean we’ve made it safe, even if further work is still needed.
Routine Repairs
These are less urgent and are scheduled based on how serious they are:
- Urgent (P2): These repairs are not an immediate safety risk, but if left unattended for more than a week, are likely to cause further problems in your home. We’ll attend and complete P2 repairs within seven days.
- Non-urgent (P3): Most repairs fall into this category. They don’t pose an immediate risk to your safety or home. We’ll arrange a convenient appointment with you when you report the issue, and aim to complete the repair within 30 days.
- Routine (P4): These repairs may need specialist materials or equipment and often take more than one visit to fix. P4 repairs are completed within 90 days.
Our repairs policy contains more information about our repairs process.
Emergency repairs
Is there an immediate risk to your safety or health?
We prioritise emergency repairs to make sure urgent issues are made safe quickly, and help goes to those who need it most. We respond to emergency repairs as soon as possible within 24 hours.
To report an emergency repair, call us on 03000 120 120.
To check which repairs are considered emergencies, click on the button below.
Repair responsibilities
Alliance Homes are responsible for most repairs, however some repairs are the responsibility of the customer. You might want to take a look at our Which repairs should I do? page before reporting your repair.
If you think it is something you can handle, you might want to look at our Looking after your home section, which contains lots of guidance and tips for preventative maintenance that could benefit you.
Rechargeable repairs
Some repairs are your responsibility to carry out. However, depending on our availability, we may be able to assist with certain essential repairs. If we do, you’ll need to cover the cost. We’ll give you a quote for the work and request a deposit before proceeding.
Rechargeable repairs include:
- Repairs due to damage caused by you, someone in your household, a visitor or where emergency services have forced entry
- Changing locks to provide replacement keys, including when keys are lost or stolen
- Repairs required due to alterations you’ve made, whether or not you had our permission
- Clearing your home after you leave, if possessions, rubbish, or other items have been left behind.
Looking after a new build home
New build homes come with a 12 month warranty against defects.
If you're renting or a shared owner and your home was handed over to Alliance in the last 12 months your repair may be covered under warranty.
Find out how to report a defect and understand your new build warranty.
Yes, we offer AM and PM appointments, and also "school run" slots. We can even text you to let you know when your operative has your repair details and will shortly be on their way, if we have your mobile number.
You can call us or you can fill out the online form and we will call you back within 24 hours.
If no one is home, we will leave you a card letting you know we have called. Please contact us to rearrange the appointments within 5 days.
Please ensure access to the room and area of repair is clear and free of obstruction. Let our operative know anything that will help them complete the repair when they arrive.
Your repair will usually be carried out by a member of our repairs team. However, we may also use external contractors where specialist skills are required, or if we experience an exceptionally busy period.
All Alliance Homes staff, and sub-contractors are required to show you proof of identity so always ask to see this before you let anyone into your home. In addition to this, if you have told us you have a password; please ask them to confirm your password before letting them in. If in doubt, please call us on 03000 120120.
We prioritise those who are most in need. Emergency repairs are dealt with, within 24 hours and urgent repairs are completed in seven days. All other routine repairs can take up to 90 days.
Each day, we carefully plan a large number of repairs across the region. However, occasionally, appointments may be delayed due to unforeseen circumstances. These can include bad weather, traffic delays between appointments, parts not arriving on time, or a surge in emergency call-outs.
We understand this can be inconvenient, so we’ll notify you of any delays as soon as possible and reschedule your appointment promptly
We are responsible for maintaining the structure of your home; you are responsible for the decoration and the contents of your home. We recommend that you take out home contents insurance. For more information on repairs responsibilities, see our page on Which repairs should I do?
To keep our colleagues safe, please ensure that any dogs are safely secured before we arrive.
Our Home contents insurance page provides information on the best places to get home contents insurance
We offer an emergency out of hours service for repairs that cannot wait until the next working day. If you have an emergency that cannot wait, please call 03000 120 120.
If you can safely do so, you should try to reset your trip switch and check recently used appliance, see our Your electrics page for more information. If you are unable to do this, call us on 03000 120 120 (option 1). You may be charged if the problem is found to be a faulty appliance.
We have no legal obligation to service or maintain tenant cookers, the servicing of these appliances are down to the owner of the appliance and we recommend you have a qualified engineer do this for you.
However, we do carry out visual checks and if we are concerned will look at the appliance. If we believe it to be unsafe it will be disconnected to ensure your safety. The replacement of the appliance or repair would be your responsibility.
You can find details of our performance on various measures including repairs here Performance and satisfaction.
Which repairs should I do?
Before you report a repair, check if it's something you should do.
Emergency and urgent repairs
Which repairs are emergency or urgent repairs
Staying safe at home
We're committed to keeping you safe.
Looking after your home
Help and advice to keep your home in the best condition.
-
pdf 315Kb
Repairs Maintenance And Improvements Policy