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Since the start of this pandemic, we have prioritised the repairs needed to keep our residents and communities safe.
We are now operating a near full repairs service, however you may need to wait longer than usual for routine repairs (repairs that are not urgent or emergencies. See below for a full list of repairs that fall into these categories). There is also a national shortage of some materials, meaning in some cases we will need to make an interim repair, returning at a later date to complete it when the material is available. We appreciate your patience during this time. Before your appointment, we will ask you questions about the health of your household. Although restrictions have eased, we still need to work very carefully to continue to limit transmission of Covid-19. Please watch this helpful video which will guide you through what you can expect from us during the repairs process, from booking to the appointment, and the steps we will ask you to take to ensure everyone’s safety.
One of the appointments we must prioritise for your safety is our programme of annual gas safety checks. If you are due an appointment, we will have already written to you. Please make sure you read the letter and contact us if you have any questions about the process.
You can continue requesting a repair as normal. Please also see our advice on managing minor repairs.
Emergency repairs (attendance within 24 hours)
Urgent repairs (attendance within 7 days)
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:
You’re responsible for:
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.
When you log in to your account, you're able to use a range of services – giving you control of your home all in one place, 24 hours a day.
Please note: online services are only available to the primary tenant of a property.
To set up your online account, all you need is your Tenant Reference Number or Customer ID. You can find this on any letter or rent statement from us.
You can request a repair by calling our customer services team on 0300 500 8000. Our opening times are:
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.
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.
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
Yes, but before you start a repair, please check our repairs responsibility guidance to see what you can fix yourself. If we’re responsible for a repair, it’s best to contact us so we can fix it. Please make sure you get permission from us before starting any significant repairs or works to your home.
Electrical testing ensures that the electrical fixtures and wiring in your home are safe and working properly. They are among the safety checks we have to carry out as your landlord because problems with electricity supplies, wiring and electrical sockets can cause electric shocks, power outages or fires.
If you lose or break your key or key fob, please phone our customer services team on 0300 500 8000 or use our online contact form. If your key fob is for a communal door and we have to issue new key fobs to other residents, you may need to pay for them and it can be a lengthy process.
To contact us about repairs to a Clarion Housing property that belongs to a family member or neighbour, please phone our customer services team on 0300 500 8000 or use our online contact form.