Repairs

Overview of our services

It’s important to us that you live in a safe and well-maintained home.

We offer a wide range of repairs and maintenance services including:

  • Responding to all repairs
  • Damp and mould inspections and treatments
  • Getting empty homes ready for re-let
  • Garden and ground maintenance services
  • Planned maintenance programmes
  • Gas safety and servicing
  • Electrical inspection and testing

We work contractors such as Liberty and PURE to support the delivery of our repairs and maintenance service.

In this area we have included information about our services, from what to expect, to what you need to do if you are unhappy with the service you receive.

How do I book a repair?

How do I book a repair?

There are many ways you can report a repair to us. Using our online repairs reporter is the easiest, quickest solution. It takes you through, step-by-step, so you choose the best option for you and your home.

We’ll respond to you as soon as possible to arrange an appointment that suits you. If your repair is an emergency please call us and we’ll sort it within 24 hours.

The video will guide you through reporting a repair using our webform.

Other ways to report a repair

You can also let us know by telephone on 0300 123 5522, between Monday – Friday, 8am – 6:30pm. After this time, you will still be connected to our Customer Connect Hub team, or alternatively, our Customer Connect Hub Web Chat, available 24/7. You can find it in the bottom right-hand corner of the screen.

Alternatively, text us on 07537 410 100 with your repair details and address, and we’ll get back to you to book an appointment. Please note, this number is not monitored 24/7 and we will respond to you Monday – Friday, 8am – 6:30pm.

Click here to book 
a repair
Is my repair classed as an emergency, urgent or routine?

We sort home repairs into four categories to help make sure that you get the best possible service from us, every time. It’s useful for you to know what your repair is classed as:

Emergency repairs

This is a repair that, if left undone, would be a danger to you or your community, or cause major damage to your home. Think gas leaks, hazardous electrical faults, and major water leaks. Sometimes, depending on the repair, we may not be able to completely fix the problem, but we will always make it safe within 24 hours.

Urgent repairs

This type of repair causes disruption to your home, and may affect your health, safety, or security – meaning they need to be done quickly. Think partial loss of electrical power or gas supply, a blocked bath, or unsecured external door.

Routine repairs

These are repairs that are not unsafe, but if left for a long period of time may get worse and become a hazard. Think loose taps, faulty guttering, or minor plumbing repairs.

Replacements

This type of repair is usually the replacement of items that need pre-inspection, ordering, and manufacture so they take a little longer.

Whose responsibility is it?
How long will my repair take?

Depending on what type of fault you have, changes how long it will take to get it fixed.

Emergency repairs, like a gas leak, will always have a 24 hour response to keep you safe.

Urgent repairs, like partial loss of power or a blocked bath, will be sorted within three working days.

A routine repair, like a loose tap in your sink, will be tackled within 30 working days.

We’ll arrange an inspection for all reported cases of damp and will carry these out within 10 working days of being reported.

Any replacements will be done within 80 working days.

Damp repairs, like a damp proof course, will be completed within 40 working days following the inspection. Some may take a little longer if more complex but we will discuss this with you.

What times can I book my appointment and do I need to be home?

If you need to book a repair, we understand it’s important for us to offer you choice of time slots. When you report a repair, you can choose the following times:

  1. Morning or afternoon
  2. All day
  3. Appointments that avoid the school run

An adult must be present to allow our operatives access to your home, 
for safety reasons, otherwise we will not be able to complete your repair.

If the times above don’t suit your needs, please visit our contact us page to get in touch and arrange a time slot that works best for you.

How do I track my repair?

How do I track
my repair?

A quick and easy way to track your repair is through our MyAccount+ app and web portal.

If you already have an account, log in and get all the information you need, immediately, no matter the time of the day. If you need to reset your password, you can do this by contacting the Customer Connect Hub by using the web chat in the right-hand corner of the webpage or by calling 0300 123 5522.

New to MyAccount+? It’s quick and easy to set up an account.
You will need:

  • Your details including an email address that you currently use
  • Your tenancy reference number, that can be found on a letter you have received from us. You can also get in touch using Live Chat in the right hand corner of the website and we can provide this for you

You can access MyAccount+ on your computer or tablet by
https://my.forhousing.co.uk/or search MyAccount+ on the AppStore
or Google Play.

Other ways to track your repair

You can call 0300 123 5522 and speak to a member of our Customer Connect Hub who will be able to help. You also speak to a member of 
our team using Live Chat that you can find in the right-hand corner 
of the website.

Will I be charged for my repairs?

Rechargeable repairs

You may be charged for a repair if there is intentional damage, neglect, misuse or abuse to your home. There may also be a cost if the repair is your responsibility. To see whose responsibility a repair is, you can view a list online here: www.forhousing.co.uk/repair-responsibilities/

We follow our recharges policy, that outlines our approach, how we communicate what is rechargeable with you and what measures are in place. If you would like to read this in detail, you can click on the 
link above.

We will always work with you to support you if costs are involved, and payment plans are available. Here’s some frequently asked questions.

How much will I be charged?

To work out the cost of carrying out the work, we will use the National Housing Federation’s schedule of rates that sets out costs for housing contractors. We will us this alongside the current price of your repair in the market.

We will use both of these to the calculate how much you will be charged for your repair. All costs may incur a 10% administration fee plus VAT.

Can I complete the repair myself to avoid a charge?

You have the option to carry out rechargeable repairs yourself, but these must be done within our repair timescales set for the relevant repairs category. We will also ask a qualified inspector to survey the completed repair, to ensure that they meet required standards.

What happens if I am charged for a repair?

Before the repair is carried out, we will let you know how much this will cost and book a convenient time with you to carry out the works. When the repair is completed, we will contact you to pay the balance and agreed costs. If you are having trouble paying for your repair, please speak with us. You may want to speak to our income team about setting up a payment plan. Find out more about how to contact us here.

How do I make a payment?

Post Office
Pay by cash, cheque or debit card at any Post Office using your payment card.

Telephone
Call our automated payment service on 0300 123 55 22 and listen for the automated payment option. You will need to have your payment card and credit or debit card to hand. Alternatively, you can call allpay on 0330 041 6497 (normal network charges apply).

Text Payment

Register online at www.allpayments.net/textpay to start texting your payments. You will need a UK-registered mobile phone, your payment card, a credit or debit card and an email address.

All you need to do is text 81025 with the following details: “Pay (enter your allocated password)” followed by the amount you want to pay and the last four digits of your credit or debit card.

I am not happy with my repair, what can I do to report this?

We realise that things can sometimes go wrong. If this happens to you and you are unhappy about our services, then we want you to let us know so we can fix it as quickly as possible.

You, or anyone who has your consent, can call our Customer Connect Hub who will do everything they can to put things right. You can also make 
a formal complaint:

  • Online
  • In person
  • Over the phone
  • By using MyAccount+
  • Via letter, by writing to 52 Regent Street Eccles M30 0BP

To make a complaint click here.

Gas services

Gas servicing

We carry out an annual gas safety check in your home every 12 months, this confirms that the gas pipes and appliances in your home are operating safely. This is your annual gas servicing appointment and we will work with you to choose an appointment at a time that suits you.

Not only is your safety our top priority, but we’re also required by law to make sure that your home is safe and well-maintained.

This protects you and your community and helps to save you money on your energy bills. By letting us in to do a gas service check at the first appointment, you’ll automatically be entered into a quarterly prize draw for £150.

Gas Maintenance

What do you check for and how long will it take?

During the check, we look at your entire heating system and make sure it’s safe. That means checking your gas appliances, pipework and flues, test smoke detectors and carbon monoxide alarms. The inspection usually takes around 45 minutes. We’ll then provide you with a copy of your gas safety certificate around 2 weeks later via post.

What can I do to make sure my home is gas safe?

Check out our Keeping You Safe web section for information on what to do if you smell gas, and what steps you can take to stay gas safe at home.

Remember – If you suspect a gas leak, you should immediately call the National Gas Emergencies on 0800 111 999.

Get your home ready for cold weather and winter
What we're doing, as your landlord, to keep you and your home safe?
Your home's safety certificates
Making adaptations and changes to your home
How do I know if I am receiving a good service?

We want to be the best landlord we can be. You can check we are delivering what we promise by looking at our service standards.

We will always

Be polite and helpful.

Respect your right to privacy

Take responsibility

Respect you and your home

Give you direct information

Get things done on time

Good service

We want you to be satisfied with the services you receive from us and to be able to trust us to deliver on what we say we will do. To find out what you can expect when reporting a repair, click the button below

It’s important to us that you live in a safe and well-maintained home.

We offer a wide range of repairs and maintenance services including:

  • Responding to all repairs
  • Damp and mould inspections and treatments
  • Getting empty homes ready for re-let
  • Garden and ground maintenance services
  • Planned maintenance programmes
  • Gas safety and servicing
  • Electrical inspection and testing

We work contractors such as Liberty and PURE to support the delivery of our repairs and maintenance service.

In this area we have included information about our services, from what to expect, to what you need to do if you are unhappy with the service you receive.

How do I book a repair?

There are many ways you can report a repair to us. Using our online repairs reporter is the easiest, quickest solution. It takes you through, step-by-step, so you choose the best option for you and your home.

We’ll respond to you as soon as possible to arrange an appointment that suits you. If your repair is an emergency please call us and we’ll sort it within 24 hours.

The video will guide you through reporting a repair using our webform.

Other ways to report a repair

You can also let us know by telephone on 0300 123 5522, between Monday – Friday, 8am – 6:30pm. After this time, you will still be connected to our Customer Connect Hub team, or alternatively, our Customer Connect Hub Web Chat, available 24/7. You can find it in the bottom right-hand corner of the screen.

Alternatively, text us on 07537 410 100 with your repair details and address, and we’ll get back to you to book an appointment. Please note, this number is not monitored 24/7 and we will respond to you Monday – Friday, 8am – 6:30pm.

We sort home repairs into four categories to help make sure that you get the best possible service from us, every time. It’s useful for you to know what your repair is classed as:

Emergency repairs

This is a repair that, if left undone, would be a danger to you or your community, or cause major damage to your home. Think gas leaks, hazardous electrical faults, and major water leaks. Sometimes, depending on the repair, we may not be able to completely fix the problem, but we will always make it safe within 24 hours.

Urgent repairs

This type of repair causes disruption to your home, and may affect your health, safety, or security – meaning they need to be done quickly. Think partial loss of electrical power or gas supply, a blocked bath, or unsecured external door.

Routine repairs

These are repairs that are not unsafe, but if left for a long period of time may get worse and become a hazard. Think loose taps, faulty guttering, or minor plumbing repairs.

Replacements

This type of repair is usually the replacement of items that need pre-inspection, ordering, and manufacture so they take a little longer.

Depending on what type of fault you have, changes how long it will take to get it fixed.

Emergency repairs, like a gas leak, will always have a 24 hour response to keep you safe.

Urgent repairs, like partial loss of power or a blocked bath, will be sorted within three working days.

A routine repair, like a loose tap in your sink, will be tackled within 30 working days.

We’ll arrange an inspection for all reported cases of damp and will carry these out within 10 working days of being reported.

Any replacements will be done within 80 working days.

Damp repairs, like a damp proof course, will be completed within 40 working days following the inspection. Some may take a little longer if more complex but we will discuss this with you.

If you need to book a repair, we understand it’s important for us to offer you choice of time slots. When you report a repair, you can choose the following times:

  1. Morning or afternoon
  2. All day
  3. Appointments that avoid the school run

An adult must be present to allow our operatives access to your home, 
for safety reasons, otherwise we will not be able to complete your repair.

If the times above don’t suit your needs, please visit our contact us page to get in touch and arrange a time slot that works best for you.

How do I track
my repair?

A quick and easy way to track your repair is through our MyAccount+ app and web portal.

If you already have an account, log in and get all the information you need, immediately, no matter the time of the day. If you need to reset your password, you can do this by contacting the Customer Connect Hub by using the web chat in the right-hand corner of the webpage or by calling 0300 123 5522.

New to MyAccount+? It’s quick and easy to set up an account.
You will need:

  • Your details including an email address that you currently use
  • Your tenancy reference number, that can be found on a letter you have received from us. You can also get in touch using Live Chat in the right hand corner of the website and we can provide this for you

You can access MyAccount+ on your computer or tablet by
https://my.forhousing.co.uk/or search MyAccount+ on the AppStore
or Google Play.

Other ways to track your repair

You can call 0300 123 5522 and speak to a member of our Customer Connect Hub who will be able to help. You also speak to a member of 
our team using Live Chat that you can find in the right-hand corner 
of the website.

Rechargeable repairs

You may be charged for a repair if there is intentional damage, neglect, misuse or abuse to your home. There may also be a cost if the repair is your responsibility. To see whose responsibility a repair is, you can view a list online here: www.forhousing.co.uk/repair-responsibilities/

We follow our recharges policy, that outlines our approach, how we communicate what is rechargeable with you and what measures are in place. If you would like to read this in detail, you can click on the 
link above.

We will always work with you to support you if costs are involved, and payment plans are available. Here’s some frequently asked questions.

How much will I be charged?

To work out the cost of carrying out the work, we will use the National Housing Federation’s schedule of rates that sets out costs for housing contractors. We will us this alongside the current price of your repair in the market.

We will use both of these to the calculate how much you will be charged for your repair. All costs may incur a 10% administration fee plus VAT.

Can I complete the repair myself to avoid a charge?

You have the option to carry out rechargeable repairs yourself, but these must be done within our repair timescales set for the relevant repairs category. We will also ask a qualified inspector to survey the completed repair, to ensure that they meet required standards.

What happens if I am charged for a repair?

Before the repair is carried out, we will let you know how much this will cost and book a convenient time with you to carry out the works. When the repair is completed, we will contact you to pay the balance and agreed costs. If you are having trouble paying for your repair, please speak with us. You may want to speak to our income team about setting up a payment plan. Find out more about how to contact us here.

How do I make a payment?

Post Office
Pay by cash, cheque or debit card at any Post Office using your payment card.

Telephone
Call our automated payment service on 0300 123 55 22 and listen for the automated payment option. You will need to have your payment card and credit or debit card to hand. Alternatively, you can call allpay on 0330 041 6497 (normal network charges apply).

Text Payment

Register online at www.allpayments.net/textpay to start texting your payments. You will need a UK-registered mobile phone, your payment card, a credit or debit card and an email address.

All you need to do is text 81025 with the following details: “Pay (enter your allocated password)” followed by the amount you want to pay and the last four digits of your credit or debit card.

We realise that things can sometimes go wrong. If this happens to you and you are unhappy about our services, then we want you to let us know so we can fix it as quickly as possible.

You, or anyone who has your consent, can call our Customer Connect Hub who will do everything they can to put things right. You can also make 
a formal complaint:

  • Online
  • In person
  • Over the phone
  • By using MyAccount+
  • Via letter, by writing to 52 Regent Street Eccles M30 0BP

To make a complaint click here.

Gas servicing

We carry out an annual gas safety check in your home every 12 months, this confirms that the gas pipes and appliances in your home are operating safely. This is your annual gas servicing appointment and we will work with you to choose an appointment at a time that suits you.

Not only is your safety our top priority, but we’re also required by law to make sure that your home is safe and well-maintained.

This protects you and your community and helps to save you money on your energy bills. By letting us in to do a gas service check at the first appointment, you’ll automatically be entered into a quarterly prize draw for £150.

Gas Maintenance

What do you check for and how long will it take?

During the check, we look at your entire heating system and make sure it’s safe. That means checking your gas appliances, pipework and flues, test smoke detectors and carbon monoxide alarms. The inspection usually takes around 45 minutes. We’ll then provide you with a copy of your gas safety certificate around 2 weeks later via post.

What can I do to make sure my home is gas safe?

Check out our Keeping You Safe web section for information on what to do if you smell gas, and what steps you can take to stay gas safe at home.

Remember – If you suspect a gas leak, you should immediately call the National Gas Emergencies on 0800 111 999.

We want to be the best landlord we can be. You can check we are delivering what we promise by looking at our service standards.

We will always

Be polite and helpful.

Respect your right to privacy

Take responsibility

Respect you and your home

Give you direct information

Get things done on time

Good service

We want you to be satisfied with the services you receive from us and to be able to trust us to deliver on what we say we will do. To find out what you can expect when reporting a repair, click the button below