Report a Repair

We assess every repair and give it a priority based on the problem, the level of risk and your household’s circumstances. We will tell you the priority and what will happen next.

• Emergency repairs: we will attend within 2 hours and make the situation safe within 4 hours.
• Urgent repairs: we will complete these within 3 working days.
• 10-day repairs: we will complete these within 10 working days.
• 20-day repairs: we will complete these within 20 working days.

Working days do not include weekends or bank holidays. We may respond sooner if there is a greater safety risk or someone in the household is particularly vulnerable.

Specialist or mixed-tenure repairs

We also have some repairs that need scaffolding or specialist machinery or contractors to finish. We may have third parties to consult such as the council, or we may need to agree repairs with other owners before starting the work.  For these types of repairs we may take longer to complete the job, that's because it often needs some specialist skills, consents, machinery or materials.  We will keep you informed.

We offer the following different appointment types:

• All day – We will arrive anytime between 8am and 4.30pm Monday to Thursday and 8am and 4.00pm on a Friday
• Morning (am) appointments – we will arrive between 8am and 12.30pm
• Afternoon (pm) appointments – we will arrive between 12.30pm and 4.30pm Monday to Thursday and 12.30pm and 4.00pm on a Friday
• School run appointments – we will arrive between 10am and 3pm Monday to Friday

When you contact us, we'll ask you to confirm which type of appointment would suit you best. You will not need to do this for external repairs where access to your home is not needed.

There are some repairs that you need to do yourself. You can find some handy videos on our looking after your home page. Here's a few examples of the types of repairs you're responsible for, and for the full list of what we do and what you're responsible for, see below.

• Bleeding radiators
• Changing a toilet seat
• Replacing light bulbs, tubes, starters
• Checking if your electricity fuses have tripped
• Maintaining any appliances such as cookers, white goods or any items fitted by you such as electric fires
• Maintaining floor coverings and internal decoration.
• Containing leaks and preventing water damage - turning off your stopcock

If SBHA carries out a repair that is not SBHA’s responsibility, you may be charged, however we will let you know this when you contact us.

By law Landlords must make sure that all gas appliances, flues and pipework are safely maintained and checked once a year. This is to ensure your home is safe to live in. Unless gas appliances are serviced regularly, they can become dangerous and can kill. As your landlord, SBHA must carry out a service before the anniversary date expires on the previous certificate.  We operate an annual safety check cycle starting at 10 months to gain access within a 12-month period.  It is essential that you give access for the annual safety check.

For more information, see our Gas Safety Policy.

We carry out a programme of safety checks to keep you and your home safe.  More information on these can be found on our Safety in the Home page. 

We take reports of damp and mould extremely seriously and would urge any Tenant who has concerns to contact us immediately. For more info, see our Damp and Mould page.