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.
Emergency and urgent repairs
Is there an immediate risk to your safety or health?
We prioritise emergency and urgent repairs to make sure we provide repairs first to those people who need our help most.
We respond to emergency repairs within 24 hours and to urgent repairs as soon as possible.
To report an emergency or urgent repair call us on 03000 120 120.
To find out what is classed as an emergency or urgent repair follow this link.
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.
Any questions?
We appreciate that you might have some questions about our repairs service so we've pulled together the most common ones here, if you have other questions please chat to us online or call us, we'd be happy to help.
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.
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.
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?
The National Housing Federation offers home contents insurance via a third party insurer. For more information, please contact them on 0345 450 7288 to speak to someone. Alternatively, most insurance brokers can offer this, you should shop around to get the best policy for you.
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 offer an emergency out of hour's service for repairs that cannot wait until the next working day. If you have an emergency that cannot wait, please call 03000 120 120 and an answerphone message will advise you of the number to call.
If you can safely do so, you should try to reset your trip switch and check recently used appliances. 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.