Looking after your home

We want to help you to look after your home by repairing and making improvements, as appropriate, to your home.


To report a repair, please call 03332 404 444 (Monday-Thursday 8.45am – 5.15pm and Friday 08:45am – 4:45pm). We will take details of your repair and let you know how this will be fixed. You can also report a repair by emailing us.

[email protected]

Or, you can sign up to our secure tenant area and report a repair online.

secure tenant area

If you have an emergency repair outside of our opening hours, please call 03332 404 444, which will divert to our 24-hour emergency service.

We may put back a repair if planned maintenance is set to take place. We will explain this to you if this is the case.

Damp, condensation and mould

As you may have seen, there have been a lot of reports in the media over the past few months about damp and mould. We understand that for some of our customers this will be very concerning, so we want to let you know how Freebridge can help. 

We understand that mould can be caused by many different things, much of which is difficult to control when the cost of energy is making it very hard for many to heat their homes. We realise this and want to offer as much support as possible. 

During this winter we have already helped many customers with financial support towards the cost of energy, as well as advice and guidance on lowering usage and saving money, and we want to help many more. If you would like to talk to us about this, please get in touch on 03332 404 444 (press 3)

There are also a few things that may be helpful to you in trying to cut down on the amount on moisture in your home, all of which can contribute to mould growth. For handy hints and tips please see our guide here. If you would prefer a printed copy, then please get in touch. 

For some customers though we know this won’t be enough to eliminate mould in their homes, and there will be repair or improvement works that we need to do. If you are worried about damp and mould in your home, please let us know. 

To decide on the best solution for you and your home, our team will listen carefully to your concerns and carry out a detailed assessment over the telephone. We will then follow this up with a home visit, so that we can agree a plan of action. 

Please be assured that we will listen to you and your concerns about damp and mould and will do all that we can to sort the problem. Please do get in touch with us on 03332 404 444 (press 1) or via email at [email protected]

More Information

Damp and mould

View Document

Moisture guidance for homeowners

Take a look at the video here from The UK Centre for Moisture in Buildings (UKCMB) which provides helpful guidance to all homeowners on how to avoid moisture problems in homes.

Fire Safety

We take fire prevention and safety very seriously. We have an annual programme for testing and servicing smoke alarms, both in your home and any communal areas. But, smoke detectors are just one part of making sure your family are safe from fire. For more information on how to prevent fires, as well as what to do in the event of a fire, please see our Fire Safety booklets – which are available for our customers and sheltered scheme residents.

We're aware of new technologies in the fire safety market that some tenants to install themselves. If you are to purchase wi-fi enabled alarms or smoke and carbon monoxide detectors, please make sure they are linked to a minimum of two relatives, friends, or neighbour’s mobile phones or devices. This will ensure there is always back up.

Rubbish and Recycling

At the start of your tenancy we will make sure that you have the waste and recycling bins you need to dispose of your rubbish and recycling.

If you have large items to dispose of you can contact the council to arrange a bulky item collection, or you can take some items to a recycling centre. Please do not leave any items outside of your home, in communal areas or in public spaces as you will be in breach of your tenancy agreement. 

For more information on garden waste, please see the King's Lynn and West Norfolk Borough Council website about brown bins and garden waste. 

For further information about your rubbish and recycling please visit the borough council’s website: Bins and recycling | Borough Council of King's Lynn & West Norfolk (west-norfolk.gov.uk)

Home Contents Insurance

Contents insurance is designed to help protect your possessions and is the customers responsibility to sort. We've teamed up with Thistle Tenant Risks who provide a specialist insurance scheme for tenants living in social and affordable housing. To find out more about this scheme you can click here.

The Thistle tenant risks team are here to help!

Thistle now offer a call back service so that you can speak to their customer service team at a time that's more convenient for you. If you'd like to make use of this handy service, please fill in your details at the link below and a member of their team will be in touch.

Request a call back

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