Skip to content

Requesting a repair online

Step one

To request a repair, you’ll need to log in to your account. To do this, click ‘My account’ in the top right of any of our web pages.

If you don't have an account, you can register for one by clicking the ‘My account’ button too.

Find out more about setting up and using your online account with our Clarion online account guide.

Step two

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

To submit your repair, select the most relevant choice from the tenant options.

Step three

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

Choose the option that is most relevant. You’ll be given options such as plumbing, electrics, heating etc.

You’ll then be asked to answer a few questions on your repair.

Step four

Choose the most convenient date and time for your repair. Please note, if you request a repair online, you can book a date up to 56 days in advance. If you call our team to request a repair, you will only be able to book up to 28 days in advance.

Sometimes repairs cannot be booked online directly. If this happens, we’ll ask for your 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.

Although it’s rare, sometimes you may not be able to complete a repair booking because our diary is full. If this does happen, we will get in touch with you directly to arrange an appointment.

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

Reporting an emergency repair

An emergency is anything affecting your health and safety, or that could seriously damage your home if not dealt with quickly. Examples of emergency repairs include:  

  • severe drainage issues, blockages or water leaks that can’t be left overnight
  • broken front door locks that mean you’re locked in or can’t secure your home 
  • electrical faults or power outages causing faulty electrical sockets or no lighting
  • repairs for vulnerable residents.  

When you report an emergency repair, you won’t get a set appointment time, because our response team will respond as soon as possible, always within 24 hours.  

Although they will try to fix the issue, the response team may only be able to make the situation safe. If this is the case, we’ll arrange another appointment for additional work.  

You can only report emergency repairs if you rent your home from us. And please bear in mind, we can’t fix water issues in communal areas – these are the responsibility of your water supplier.  

Making your emergency repair safe

Depending on what needs to be fixed, an emergency repair may not always mean the repair is completely fixed on the day your operative visits.

The main goal of an emergency repair is to make sure everything is made safe within 24 hours of it being reported. Following this temporary fix, an operative will return at a more suitable time to carry out a full repair.

The 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