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Report a Repair
Each year we deal with a wide range of repair requests. Should you find that you need to report a repair you can do so by registering with our new Customer Portal. Alternatively, you can contact our repairs team during opening hours on 01475 807001. Please use the online portal for non-emergency repairs only.
Reporting an Out of Hours Emergency Repair
If you are an OTHA tenant and have an emergency repair when the association's office is closed, the emergency out of hours services can be contacted using the numbers below:
| Contractor | Contact Number | Covering |
|---|---|---|
| The National Gas Emergency Service | 0800 111 999 | Gas Leaks |
| Avid Building Insurance | 01204 860 429 | Buildings Insurance |
| James Frew - Gas Sure | 01294 468 113 | Gas Central Heating (repairs only) |
| MPS | 0330 678 1247 | All Other Trades |
Important Information
An emergency repair is defined as something which could cause danger to health, residents' safety or serious damage to property. This includes,
When attending an out of hours repair, our contractor will normally be instructed to make the repair safe only, with the full repair being carried out during normal opening hours.
Please only use the out of hours service for a genuine emergency repair. If you call an emergency contractor for a less serious repair, you may be charged all costs involved if we think you have acted unreasonably.
Frequently Asked Questions
Some repairs are our responsibility whilst others are yours. Information about repairs can be found in your tenants' handbook, or alternatively, by using the links provided below.
Non-emergency repairs are things you can reasonably live with for a short time without immediate risk to our safety or health, for example, an internal door repair or plastering. Please report all non-emergency repairs using our online repairs reporting service. This will allow us to clearly prioritise all repairs effectively and speed up our response time.
Emergencies are problems that present immediate risks to your safety, security or health, for example, loss of heating in winter or flooding. To report an emergency repair call us immediately. When attending an out of hours repair, our contractor will normally be instructed to make the repair safe only, with the full repair being carried out during normal opening hours.
We have three categories of repair to help us prioritise our work. Each category has a target timescale.
Emergency Repairs
We attend emergency repairs and make them safe within 4 hours.
Urgent Repairs
We aim to complete urgent repairs within 2 working days.
Routine Repairs
We aim to complete routine repairs within 7 working days.
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