Request a repair

We have now moved to a critical only repairs service, which means our focus will be on completing the most serious repairs.

If you have any of the issues set out below, please request a repair as normal below and we will respond.

• No electricity in your home
• No electricity in your kitchen
• No water anywhere in your home
• No heating
• Premises unable to be secured and there is no alternative entrance
• A major leak of water that is not containable
• Blockages leading to sewage or grey water leaking inside the property
• A structural issue that could collapse or cause damage to the building
• Mobility equipment not working – including lifts, hoists, baths
• A WC that is leaking / or cannot be flushed with a bucket or bowl
• Any critical gas repair

Communal repairs

We have now moved to a critical only repairs service for our communal spaces. We will continue to provide repairs to fix any of the issues below.

• Boarding up damaged windows and doors
• Reglazing of windows and doors to maintain fire safety
• Repairs to damaged doors or windows to ensure security
• Repairs to lighting, floor coverings, stair nosings and bannisters to keep the building safe
• External repairs to walls, doors, windows and roofs for safety
• Isolation of damaged electrical sockets or switches
• Repairs to blocked gutters or downpipes where water is leaking inside a communal area
• Repairs to blocked drains where sewage or grey water is backing up inside a communal area
• Escape or water that is not containable in a communal area
• No electricity to a whole block
• No water to a whole block

Who is responsible for repairs?

As your landlord, it’s our job to keep your home in good condition and to fix problems you report to us. But there are also some things that are your responsibility to look after.

We’re responsible for:

• the structure of your property
• communal areas
• fixtures and fittings we installed, such as plug sockets, cupboards, sinks and baths
• heating, boiler and gas repairs.

You’re responsible for:

• anything you bring to the property, including appliances such as cookers or fridges
• minor tasks, such as replacing light bulbs and unblocking sinks
• items installed by previous tenants, such as cat-flaps and shelving
• maintaining your garden and fencing
• damage caused by you, your family or your visitors.

Find out more about who is responsible for specific repairs to your home

Request a repair using your online account

The quickest and easiest way to book a repair is to log in to your Clarion Housing online account. This enables you to report the problem in detail and means we can deal with your repair as quickly and effectively as possible.

1. Log in to your account.
2. Use our simple diagnosis tool to identify the problem.
3. Provide specific information about the problem, such as product makes and models.
4. Attach photos of the problem if you have any.

Log in

Request a repair by phone

You can request a repair by calling our customer services team on 0300 500 8000. Our opening times are:

Monday 8.30am-5pm
Tuesday 8.30am-5pm
Wednesday 10am-5pm
Thursday 8.30am-5pm
Friday 8.30am-5pm

Emergency repairs: 24 hours a day

If you need an emergency repair (eg for a severe water leak, dangerous electrical issue or security breach), please phone our emergency response team on 0300 500 8000.

Find out more about our 24-hour emergency repair service.

Gas leaks
If you smell gas or think there may be a carbon monoxide leak phone the National Gas Emergency Helpline on 0800 111 999. Full details about what to do if you smell gas are available on the National Grid website.

Repair appointments

Can I change my repair appointment?
Yes. If you want to change a repair appointment, please phone our customer services team on 0300 500 8000. Bear in mind that you may have to wait a few weeks for another available appointment date.

How can I follow up on a reported repair?
If you’d like an update on a reported repair, please phone our customer services team on 0300 500 8000.

What happens if I miss my repair appointment?
If you’re out when our repair team arrives, they’ll leave a missed appointment card with information about how you can rebook your repair.

Can someone else wait in for my appointment?
Yes, as long as they are aged 18 or older.

What happens if no one arrives to fix my repair?
If our repair team don’t arrive at the agreed appointment time, please phone our customer services team on 0300 500 8000. They’ll investigate the issue and, if necessary, rebook the appointment for you.

Repairs: frequently asked questions