You can report a repair to us quickly and easily by letting us know as soon as you notice an issue in your home.
Emergency Repairs
If there is a repairs emergency call us immediately on 0300 303 8540 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year.
Emergency Repairs are true emergencies; the fault MUST carry the risk of immediate injury to people or major damage to property. For emergency repairs, we will attend to you within 24 hours.
Escape of gas or fumes
If you smell gas, you must also contact Cadent on 0800 111999 immediately. In the event of a fire, call 999 immediately.
Reporting non-urgent repairs
Where the repair does not present as a danger or compromise the safety of residents or the property, you can report it online and choose your own appointment through My Account. Timescales for carrying out your repair will depend on the type of repair you have.
My Account is the easiest and fastest route for you to request and diagnose a repair using our graphical selection tool. This service is also available 24/7.
Registering for My account is free, safe and secure and can be accessed anytime, anywhere. To register, click on the link and if you need any help with your account, contact us and we’ll be able to help.
For non-urgent repairs our phone lines are open Monday to Friday from 8.45am to 5pm. Call us on 0300 303 8540.
What to expect when you report a repair
Timescales for carrying out your repair will depend on the type of repair you have. The timescale for completion will be confirmed with you.
If you share your mobile number with us, we will send you a text 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.
Urgent Repairs
Urgent repairs could result in the loss of a basic facility, or where further damage will be caused if the problem is not dealt with urgently.
We will complete all urgent repairs within 7 days. An appointment date and time will be confirmed with you.
Urgent repairs include:
· Partial loss of power
· Lighting or water supply
· Trip hazards
· Leaking roof or pipe
· Dangerously hanging tiles or slates.
Routine Repairs
Routine repairs will not cause major inconvenience or damage to your home.
We will complete routine repairs within 28 days. An appointment date and time will be confirmed with you. You’ll get a text reminder 7 days before your appointment, and we’ll call within an hour of the repair appointment to confirm our operative is on the way.
Routine Repairs include:
· Leaking radiator
· Dripping tap
· Damaged kitchen unit
· Extractor fan not working
· Repairs to doors or windows that are not a security risk
Planned Repairs
Planned repairs are where the work involved is significant, complex and requires extensive planning and resources.
We will complete planned repairs within 90 days. An appointment date and time will be confirmed with you. You’ll get a text reminder 7 days before your appointment, and we’ll call within an hour of the repair appointment to confirm our operative is on the way.
Planned repairs include:
· Roof replacements
· Major structural works
· Full heating system replacement
· Kitchen and bathroom replacement
· Major plastering works
Repair Responsibilities
South Lakes Housing assumes responsibility for conducting most repairs to your home. However, certain repairs remain the responsibility of the resident.
For information regarding responsibility for home repairs, please refer to the link provided below.
You can also find out more information in our Responsive Repairs Policy.
Our Repairs and Maintenance Service Handbook
This handbook includes information about our repairs service, what you can expect and advice on your responsibilities.
Scroll through our FlipBook version of our handbook by clicking on the arrows on the book.
(You can use the controls directly underneath the book to view in full size, add page thumbnails, share, print and download etc.)
Use this form to report a non-urgent repair.
Please complete the form to request/report a non-emergency repair or fault. All requests will be sent directly to our customer services team who will respond to you within 3 days with an appointment.
For emergencies call us on 0300 303 8540
View our Privacy notice.
