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Request a repair online

Step one

To log a repair request, you’ll need to login to your account. To login to your account, click ‘My account’ in the top right of any of our web pages. You can also register for an account by clicking the ‘My account’ button, if you don’t have one already. Find out more about setting up and using your online account on our Clarion online account guide.

Step two

Once you are logged in, you’ll be taken to your account summary. Click on ‘Repairs’ under your account balance.

To submit your repair, select from the tenant options presented.

Step three

You can now start to tell us more about the repair you want to report.

First, please choose the repair option that relates most to your repair needs. You’ll be presented with options such as plumbing, electrics, heating etc.

You’ll then be asked to answer specific questions based on your repair.

Step four

The next step is to choose from the next available dates and times. You can book a repair up to 56 days in advance.

Occasionally, repairs cannot be booked directly. In this instance, we’ll ask for details so we can ask one of our customer agents to call and arrange your repair by phone.

If you have issues with booking a repair, or you need to chat more about your repair please call us on 0300 500 8000 or speak with one of our agents on Live Chat.

Emergency repairs

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

Gas leaks

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

You should also:  

  • switch off all your gas appliances 
  • open all doors and windows to ventilate the property 
  • turn off the gas supply at the mains (there’s usually a large lever next to the gas meter) 
  • evacuate the property immediately and wait for advice from the emergency services.  

Find out more about gas safety

Repair appointments

On My Way: our repairs messaging service 

On My Way is our real-time messaging service for repair appointments. It allows you to track your repair operative on the day of your appointment, so you know when they’ll be at your home.

On My Way features

  • Text message reminder of your appointment on the day.
  • Map tracking link showing your repair operative’s journey and expected arrival time.
  • Text message that your operative has finished their previous job and is on the way to you.  

You can also use On My Way to contact your operative on the day with any special instructions, for example, if you have a physical disability and need time to open the door. 

If you don’t have a mobile phone, you can get voice messages on your landline, though you won’t be able to message the operative back. 

Once the repair is complete, you can also use On My Way to give us feedback. 

Can someone else wait in for the repair team for me?

Yes, as long as they’re 18 or older anyone can let our repairs team in.

How to use On My Way 

You don’t need to sign up to use On My Way – it’s automatically available to all residents served by our Clarion Response team. Just make sure your contact details are up to date in your online account. 

If you don’t have an online account yet, it’s quick and simple to register. 

Clarion Response: our repairs team

Our in-house Clarion Response repairs service completes more than 1,000 jobs every day.

  • 95.7% – repairs completed on time.
  • 95.5% – first-time fixes.
  • 88.9% – customer satisfaction.

This repair experience was brilliant. The contractor fixed what he needed to, which was a part in the boiler, and was done within the hour.

Clarion resident