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Positive changes to our repairs service for our residents


We are pleased to confirm that from Tuesday 1 August 2023, our in-house team Clarion Response will deliver repairs for all residents.

Previously, Equans provided repairs for residents in areas of London South and South regions.

We have notified all residents affected by the change, to advise that Clarion Response will now be responsible for their repairs.

Bringing the repairs in-house means that we can provide residents with a more accessible and reliable service, and offer more ways to manage repairs.

This includes online repair booking and appointment tracking for most repairs, to ensure a more consistent service.

Our repairs commitment:

Our priority is to complete repairs effectively and efficiently, ideally at the first visit, to minimise the inconvenience to you, and ensure we provide a high standard of service.

From time to time, more complex repairs may require more than one visit, especially if we need a specialist part, but we aim to minimise any delays.

Who will carry out your repair

Clarion Response will carry out your repair. Operatives will be in Clarion Response uniform and ID badge that allows you to identify them. They will also be driving a Clarion Response vehicle.

Where we have to use a specialist contractor, we will let you know. When they attend, they will not be in a Clarion Response uniform or vehicle, but you should still ask to see their ID before letting them into your home.

How to report a repair

Please report repairs on our website if possible, as this minimises calls to our phone lines and keeps them open for emergency repairs.

Emergency repairs

You can report emergency repairs 24/7, 365 days a year simply phone our customer service team on 0300 500 8000.

Reporting a communal repair

Please report communal repairs via our website if you have access to the internet, and call us on 0300 500 8000 to report emergency repairs.

Clarion Response will complete all standard communal building repairs such as faulty lights or a broken window as soon as possible.

For specialist repairs like door entry or TV aerials, these will be carried out by a specialist contractor.

Problems with gas, heating or hot water?

If your heating and hot water system is powered by gas, please contact your local gas contractor.

You can find their contact details on our heating and repairs page, or call us if you do not have access to the internet.

If your heating and hot water system is not powered by gas, please report the repair on our website if possible first or call us on 0300 500 8000 if it is an emergency.

If you smell gas or think there might be a gas or carbon monoxide leak, phone the National Gas Emergency Helpline on 0800 111 999.

More ways to manage your repair

Did you know you can book and manage certain repairs via your online account?

This puts you firmly in control, as our online repairs service is the easiest and the quickest way to arrange an appointment in just a few simple steps.

With 24/7 access it can be done from your laptop, tablet, or phone.

To ensure you have the best customer experience possible, our online repair's function means you can also track most repairs to see progress along the way.

Once you are all booked in, we will send the right operative to complete or assess your repair.

When booking via your online account you’ll be able to:

  • Avoid waiting times when contacting our Customer Contact Centre
  • Select and book a date and time within the next 56 days that works best for you
  • Change your appointment if the date you booked is no longer convenient
  • Cancel your appointment if you no longer need it
  • See status updates on your repair

From Monday 7 August we will be able offer a text messaging option.

We will text you:

  • To confirm your appointment
  • When the operative is on their way, and advise you on the arrival time
  • For your feedback - once your repair has been completed, you can tell us how well you thought we delivered the service and provide comments.

We are continuously working to improve our services for residents, and hope that these changes to repairs provider will make a positive difference for our residents.