An emergency repair is where there is a risk to health and safety or a real danger to people or property. Please call us immediately on 0300 303 8540. For emergency repairs, we will get someone out to you within 24 hours.
Emergency repairs include:
- Total loss of electricity, gas, or water supply
- Unsafe power, lighting, or electrical fittings
- A blocked flue to an open fire or boiler
- Total loss of heating in winter months
- Taps that are unable to be turned off and are running at full flow
- An uncontainable water leak
- A home being insecure because of fire, police activity, harassment, domestic violence or if the property is empty
- A serious roof leak or major structural failure
- Total loss of hot water (for vulnerable customers)
Where the repair does not present as a danger or compromise the safety of tenants or the property, you can easily report and self-book a non-urgent repair appointment through My Account.
Use your mobile, laptop, or desktop computer by selecting a date and time that suits you. MyAccount is the easiest and fastest route for you to diagnose a repair using our graphical selection tool. This service is also available 24/7.
For non-emergency repairs you can choose from the following appointments:
- All day appointment from 8am-5pm
- Morning appointment from 8am-1pm
- Afternoon appointment from 12pm-5pm (to 6pm on a Thursday)
- School run appointment from 030am–3pm
Please share your mobile number with us, then we are able to text you to confirm your appointment, send you a reminder the day before the appointment is due and update you when the operative is on their way to your home.
For non-emergency repairs, someone will be with you within 28 days.
Non-emergency repairs include:
- Minor issues with a toilet – e.g. water running into the toilet pan
- Loose brickwork or brickwork that has corroded
- Internal joinery repairs – e.g. a kitchen unit door with loose hinges
- Doors or windows sticking or causing a draught
Planned repairs are:
When the repair size and duration require greater preparation or planning.
These repairs can include roofing, guttering and fencing; larger plastering and brickwork jobs, as well as repairs that need scaffolding or specialist machinery to finish.
For these types of repairs, we have a (3 months) 90-day window to complete the job. That is because the job often needs some specialist skills, machinery, or materials.
Planned repair works can also include new kitchens and bathrooms for the property.
The programme for works is sent out for Procurement allowing SLH (South Lakes Housing) to obtain the best terms, conditions, prices and most suited contractors for the works.
These works are agreed through our Assets Team, and then the installation works are managed by the Investment Delivery Team.
Once a programme of works has been approved and is in place, and the contractors have been approved to carry out the works, the customer is then notified, and suitable dates/times are agreed between the customer, the contractor and SLH.
For further information on our full repairs policy, please see here.
