It’s important to us that you know where and how to report a repair when you need to.

When you contact us to report a repair our trained coordinators will diagnose your request and prioritise the work that needs doing - giving the most appropriate appointment for the job needed to you.

For a list of Freebridge and tenant responsibilities, please see here.

If you have any questions about responsibility or need any assistance please contact us via by calling 03332 404 444 and pressing option 1, or by emailing [email protected].

Emergency repairs deal with any defect that could affect the health, safety, or security of a customer, or someone in their home. It’s also if there’s an immediate risk which affects the structure of the building. We aim to respond to these within 24 hours.

Examples of an emergency repair:

An urgent repair is to fix a defect that does not cause immediate risk to the health, safety or security of a customer or someone in their home. Although it’s not an emergency, it still needs to be carried out quickly to make sure that it doesn’t get worse. We aim to respond to these within 7 days.

Examples of an urgent repair:

A routine repair will be carried out to fix a defect which is neither emergency or urgent and isn’t causing discomfort, inconvenience or nuisance to the customer or someone in their home. It also won’t affect the long-term deterioration of a building. We aim to respond to these within 28 days.

Examples of routine repairs:

If you've seen signs of damp and mould in your home, it's vitally important to get rid of it as soon as possible.

Here is a full guide to help you understand more about damp and mould, as well as how you can prevent it from happening – and why you should contact Freebridge as your landlord as soon as you become aware of it.

Follow the link below to find out more about Damp and Mould

Damp & Mould | Freebridge Community Housing | Freebridge Community Housing

You can also report Damp and Mould in your home at the top of this page.

We want to make sure your home is safe, comfortable and well maintained.

Our Repairs, Maintenance and Planned Improvements Policy explains how we manage repairs, what you can expect from our service, and how we prioritise different types of work. It also covers planned improvements to homes and what responsibilities we each have. Watch our short video below for a simple overview of the policy and how it works in practice.

Our Rechargeable Works Policy explains when customers may be charged for repairs to their home.

While Freebridge is responsible for many repairs, there are some situations where a customer may need to cover the cost of work, such as when damage has been caused accidentally, deliberately, or through neglect by the customer, someone in their household, visitors, pets, or contractors they have appointed.

Before making any charge, we carefully review the circumstances, including the repair history of the property and whether Freebridge has contributed to the issue in any way. We also consider individual circumstances to ensure decisions are fair and reasonable.

The policy helps us provide a consistent and transparent approach to repairs, ensuring customers who look after their homes are not paying for damage caused by others.

For full details, please read our Rechargeable Works Policy and watch the video below for a simple explanation of how it works.

Page updated 17 July 2026