report a repair

We are committed to delivering a high-quality, modern, and effective repairs service and to providing homes that are comfortable, maintained, and safe for people to live in.

get help with your repair

As your landlord, it is our responsibility to cover the wear and tear and ensure your home is structurally sound, safe, weathertight, and has hot water and heating.

The types of repairs we will carry out include:

  • Fencing, walls, gates, footpaths
  • Doors and windows
  • Roofs, gutters, downpipes
  • Internal walls, floors, and ceilings
  • Baths, sinks, showers, toilets
  • Kitchen units and worktops
  • Heating and hot water
  • Plumbing
  • Electrical wiring, sockets, and light fittings.

The responsibility for repairing and maintaining homes is shared between believe housing and customers.

Note: We will not carry out repairs that are the result of damage by you or any visitors you have at your home. Or, if we do carry out these repairs, we will charge you and this payment will be expected prior to works commencing.

Before reporting a repair it is important you check who is responsible for the repair:

  • Electric consumer unit and trip switches
  • Electrical wiring, sockets and light fittings
  • External light fittings (if installed by us)
  • Wired-in smoke and carbon monoxide alarms
  • Sealed lights and fluorescent tubes found in kitchens and bathrooms
  • Electric storage heaters (if installed by us)
  • Electric focal point fires (if installed by us)
  • Immersion heaters
  • Extractor fans
  • Heat recover units/ air-source heating and PV installations
  • Smoke and carbon monoxide alarms
  • Repair of component parts inclusive of two services per year
  • Draught proofing
  • Loft Insulation
  • Adaptations as a result of recommendations made by social services.

*believe housing can carry out this repair at a cost (rechargeable repair)

  • Electric meter and supply of electric
  • Standard light bulbs (except communal areas)
  • Electrical appliances, plugs and fuses
  • Electric cooker disconnection and reconnection
  • General cleaning of appliances de-ashing and cleaning of throat plate.


A full list if landlord and customer responsibilities can be found here.

Reporting repairs

Customers can report repairs in a variety of ways, at a time and place that suits them.

I-Appoint: via the customer portal
Telephone: 0300 1311 999

repair categories and timescales

Depending on the type of repair you report, they will be classified and responded to within believe housing’s repair categories and timescales.


  • I have no power/electricity?   
  • I want to decorate my home   
  • I need to fix my toilet seat   
  • I have no heating   
  • I have sink/bath plug issues   
  • I have issues with my doors/windows   
  • My heating thermostat isn't working   
  • My toilet is leaking   
  • I need to fix a gate   
  • I have no water supply   

Repairs frequently asked questions

The main purpose of the emergency repair service is to make you, and your home safe and secure. Whilst every effort will be made to undertake a full repair when responding to an emergency during normal working hours Monday to Friday, this may not always be possible and a further repair visit for follow on work may be required.

If you have an emergency repair, call us 24/7 on 0300 1311 999.

If you smell gas, or suspect there is a gas escape, you should immediately do the following:

    • Turn off the gas supply at the emergency control valve (usually next to the gas meter)
    • Extinguish all sources of ignition
    • Do not smoke
    • Do not operate electrical light or power switches (on or off)
    • Open all windows and doors.
  • Contact the gas emergency service provider on 0800 111 999

Before ringing to report your repair, you can check whether it is a repair that you or believe housing is responsible for. A full list of these responsibilities, derived from the Tenancy Agreement, are detailed here.

believe housing offer a flexible appointment system for repairs (excluding emergencies which are carried out within 24 hours).

Slots available Monday to Friday are:

  • 8am to 12pm
  • 12pm to 4pm (3.30pm on a Friday)

Avoid school run appointments between 9.30am to 2.30pm.

  • You can also change your appointment through your Customer Portal Account to manage your tenancy
  • If you need to change your appointment for whatever reason, you can do this by calling us on 0300 1311 999 so that we can rearrange your appointment for you.
  • If you are looking for an update on your repair, you can:
  • Before you contact us, you can watch our self-help videos that give some simple tips on how fix the problem.
  • Call us on 0300 1311 999

DIY Guides

Take a look at our range of self-help videos showing you how to carry out simple repair tasks yourself.

Find out more

Help and Support

We are committed to providing services to help you maintain your tenancy, from paying rent, budgeting, energy efficiency, and getting on with neighbours.

Find out more

Contact Us

It's never been easier to keep in touch or provide your feedback with our new online customer portal, upgraded app, and website.

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