repairs and maintenance
Due to the recent storms in the region, we’re experiencing a high volume of repair requests.
If you have an emergency repair which puts the health, safety or security of properties or people at immediate risk – please call us on 0300 1311 999.
All non- emergency repairs can be reported on our app or online portal. If it is safe to do so, please try and email a photo of any damage to hello@believehousing.co.uk
Please bear with us as we work through the back log of repairs, we will be in touch with an appointment as soon as possible.
Further support
- Northern Powergrid have a map to show up to date information on power cuts which you can check by clicking here
- If your home is without power, please call Northern Powergrid on 105.
- For further support on what to do during a power cut please click here
- The Met Office offers some useful advice about securing your home during adverse weather conditions which can be found here.
Coronavirus
All believe housing staff continue to have full access to personal protective equipment to minimise coronavirus related risks and the safety of customers remains our number one priority. Any staff needing access to homes will continue to check-in with customers before they arrive to talk through concerns and make sure that nobody has coronavirus, is suffering from symptoms, or isolating.
Ask for identification
All of our employees and contractors carry identification cards. External agencies carry a letter of authorisation issued by us. Always ask to see some form of identification before you let anyone into your home.
repairs faqs
how do I report a repair?
Got an emergency repair? Don’t delay! Call us on 03000 1311 999.
Our phone lines are open 24/7 for emergency repairs.
You can also raise a repair 24 hours a day, seven days a week:
Customer portal – Access the customer portal here to manage your tenancy
Customer app – Download the app from the App Store or Google Play depending on your device to manage your tenancy on your phone or tablet.
Website contact form – Send us a message on our contact us page.
Email – Contact our Customer Services Team by emailing hello@believehousing.co.uk
what is an emergency repair?
Emergency repairs are any defects that put the health, safety or security of properties, customers or anyone else at immediate risk.
This includes:
- total loss of electrical power and lighting
- total loss of water
- total loss of heating (1st November to 30th April)
- loss of hot water (1st November to 30th April)
- serious water leak
- dangerous structure
- blocked flue on an open fire
- serious sewerage fault
- insecure external windows and doors.
To report an emergency repair, please call 0300 1311 999
will my emergency repair be fixed straight away?
The main purpose of the emergency repair service is to make safe or 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
I can smell gas - what do I need to do?
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.
how do I know which repairs I am responsible for, and which repairs my landlord is responsible for?
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 in our Repairs and Maintenance policy.
what repairs appointment slots are available?
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 12noon
- 12:00pm to 4pm (3:30pm on a Friday)
- Avoid School Run Appt 9:30am to 2:30pm.
how can I change my appointment if needed?
- You can also change your appointment through your customer portal account or customer app 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 re arrange your appointment for you.
I reported a repair. What stage is it at?
- If you are looking for an update on your repair, you can:
my boiler is not working what can I do?
- 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.
