Your repairs

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

What is an emergency repair?

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 4 hours.

Examples of an emergency repair:

  • Blocked flue to open fire or boiler
  • Blocked toilet which will not flush (where there is no other toilet in the property)
  • Blocked foul drain, soil pipe or toilet (where there is no other toilet in the property)
  • Total loss of heating or hot water
  • Serious water leak
  • Unsafe electrical fittings e.g. exposed wiring
  • Insecure external window, door or lock
  • Unsafe stairs
  • Serious roof leak


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 Freebridge

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.

What is an urgent 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 24 hours.

Examples of an urgent repair:

  • Leaking or faulty radiator valve
  • Faulty extractor fan
  • Defective cistern or overflow
  • Faulty communal TV aerial

What is a routine 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 a 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:

  • Dripping/leaking taps or shower units
  • General joinery repairs e.g. floor boards, work tops, internal doors
  • Kitchen fittings
  • Plaster work
  • Tiling (including floors)
  • Fencing/gates/garage doors
  • Blocked or broken guttering.
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