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:
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
Our responsibilities
The following list is subject to change depending on the tenancy you have with us:
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:
Responsive Repair Times
We will prioritise repairs based on urgency and aim to respond within the timescales below.
Day to day repairs
Attend emergency and make safe
4 hours
Follow on work from emergency
Within 24 hours
Urgent
Within 7 calendar days
Routine
Within 28 calendar days
Hazards and repairs relating to damp and mould (Awaab’s Law)
Investigate potential hazard
Emergency: Within 24 hours
Significant: Within 10 working days
Make safe
Emergency: Within 24 hours
Significant: Within 5 working days
Send written Summary
Emergency: Within 3 working days
Significant: Within 3 working days
Plan or start additional works
Emergency: Within 5 working days
Significant: Within 5 working days
Physically start additional works
Emergency: Within 12 weeks
Significant: Within 12 weeks
Satisfactorily complete works
Emergency: Within a reasonable time period
Significant: Within a reasonable time period
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
