Reporting a Repair

For all repairs reporting, both during office opening hours and concerning emergencies outside of these hours, please use Freephone 0800 1691694

When using this number during office hours (Mon-Thurs 8.45 am- 5.15 pm) (Fri 8.45 am-4.45 pm), your call will be answered by one of the staff in Freebridge's Customer Contact Team, who will take details of your repair and advise you about when and how you can expect your repair to be carried out.

When using this number outside of office hours, your call will be dealt with by staff from our out-of-hours emergency repairs call handling service. The out of hours operators have been provided with all the information required in order to be able to deal with emergency repairs on behalf of Freebridge Community Housing, including all the necessary contact details for our staff and contractors.

When reporting repairs outside of office hours, please ensure that these are a genuine emergencies only, and not matters which could wait until the next working day.

Any tenant who is seen to be in any way abusing/misusing the out-of-hours emergency repairs service, including by seeking to give false or misleading information about their property repair in order for this to be treated as an emergency and dealt with urgently, may be subjected to action by Freebridge Community Housing. This could include being charged for the additional costs incurred by the Association and/or its contractors.

Please also note when reporting repairs, that staff are there to help and will be doing their very best to do so - which may mean that they need to ask questions in order to gain a clear idea of your required repair and how this should be dealt with.

Note: We may defer some work or undertake a temporary repair if planned maintenance is due. We may also defer some work or undertake a temporary repair if Decent Homes Improvement Programme work is due.

Questions and answers

Q. Will Freebridge have to visit before doing a repair?
A. Yes, if measurements are needed or the work is complicated. You can help to prevent some inspections by giving as much accurate information as possible.

Q. What happens after the repair?
A. You may be asked to complete a repair satisfaction questionnaire to tell us about the contractor's performance. We carry out surveys on a proportion of repairs. If you are unhappy with the repair please ring or write to our office so that we get the chance to remedy the problem.

Q. Will I ever be charged for repairs?
A. Yes, if the repair arises from your neglect or misuse; for example, if you lose your house keys and require access or if you deliberately break fixtures or fittings. We also rely on your help to prevent repairs, for example keeping gullies and drains around your home free from blockages.

Q. What if I am out when the tradesman/contractor calls?
A. The tradesman/contractor will leave a card to let you know a call has been made. However, the repair request will be cancelled if you do not let us know when we can visit, so please call Contact Centre to rearrange an appointment for your repair.