Repairs To Your Home

Keeping your home in good condition is important to us and sometimes repairs are needed. On this page, you'll find everything you need to know about reporting a repair, along with information about what we are responsible for and how you can help by looking after your home too.

Reporting a repair

If you experience any repair issues, including those in communal areas, you have several options to report them:

Our customer service team is available Monday to Friday, 8.30am to 5.00pm on 0800 970 6363.  

Report a Repair Online

Via the Resident Portal here.

Email: repairs@salvationarmyhomes.org.uk

Important Phone Numbers:

• Gas leak - If you smell gas, you must also contact National Gas Emergency Service immediately on 0800 111999
• Carbon Monoxide (CO) detector activates, call the National Gas Emergency Service on 0800 389 800

What We Look After and What You Look After

As your landlord we are legally required to carry out certain repairs and maintain your home to a safe standard but as a resident, you also have a responsibility to ensure you have a safe place to call home.

To help you differentiate between what we should do and what you should do, click on each link below.  Note: Responsibility requirements may change depending on tenancy.

Your responsibilities

• Minor internal repairs and upkeep (where specified in occupancy agreements) for example within our general needs and older people services
• Reporting repairs promptly, either via our Customer Service Centre or face to face to staff in supported housing services
• Allowing access for repairs and ensuring contractors can carry out uninterrupted repairs

Our responsibilities

The following list is subject to change depending on the tenancy you have with us:

• The structure and exterior of the property.
• External components including walls, roofs, gutters, windows, door frames
• Internal structure including floors, walls and ceilings
• Installations for water, gas, electricity and sanitation
• Heating and hot water systems.
• Fire safety equipment where installed by Salvation Army Homes
• Lifts, communal lighting, refuse chutes and landlord-owned fences.

Repair Categories and Response Times

Cyclical Repairs

These are repairs and maintenance works that are carried out on a regular basis, such as painting and decorating the outside of our homes.

Emergency Repairs

An emergency repair is one that can result in injury or risk of immediate danger to people or cause major damage to property. These include but are not limited to:

• Blocked flues
• Board up for security
• Blocked drain causing wastewater to surge into basin, bath, sink or WC
• Blocked toilet (when only one in the property)
• Failure of warden alarms
• Faults to door entry systems that leave block closed
• Make safe after flooding, storm or fire
• Make safe major damage to roof
• Make safe major structural damage
• Major water leaks from pipes, tank or cistern
• Offensive and racist graffiti
• Total loss of water supply or electrical supply
• Unsafe power, lighting, electrical fitting

Responsive Repair Times

We will prioritise repairs based on urgency and aim to respond within the timescales below.

Please allow contractors access to your home so repairs and safety checks can be completed.

Repairs satisfaction measures

Tenant Satisfaction Measures (TSMs) tell you how we are performing as a landlord.  There are four key themes, one being ‘Keeping Properties in Good Repair’.  You can find out more how we are doing here.

We recommend you also view our Repairs Policy and Residents Handbook