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:
I NEED HELP
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.
Or, you can sign up to our secure tenant area and report a repair online.
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.
We’ve launched our 2025 Customer Data Survey – and Freebridge tenants could win a £50 shopping voucher for taking part!
Each month from April to July, one lucky customer who completes the survey will be randomly selected to win.
Correct contact details are vital for tailoring our services to the needs of our customers and supporting our commitment to equality, diversity, and inclusion.
Plus, it allows us to keep our customers informed about matters that are important to them and also lets them share how we can best support themselves and their families.
The survey takes just five minutes to complete and helps ensure your information is kept up to date.
If you are a Freebridge customer, to update your details and enter you can click on this link here.
Alternatively, you can email [email protected] for a link to be sent straight to you.
