Request a repair

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)

• No electricity in the whole property, no electricity in the kitchen or no electricity in communal areas
• Loss of water supply
• No heating or hot water
• Premises unable to be secured and there is no alternative entrance
• A major leak of water that is not containable inside the property or a communal area
• Blockages leading to sewage or grey water leaking inside the property or a communal area
• A structural issue that could collapse or cause damage to the building
• Faulty smoke alarms
• Mobility equipment not working - including lifts, hoists, baths
• Repairs to damaged doors or windows to ensure security
• Repairs to communal lighting, floor coverings, stair nosings, banisters, walls, doors, windows and roofs to keep the building safe
• Repairs to blocked gutters or downpipes where water is leaking inside the property or an internal communal area
• A WC that is leaking or cannot be flushed with a bucket or bowl
• Any critical gas repair

Urgent repairs (attendance within 7 days)

• No electricity in one room, other than the kitchen
• Loss of heating in one room
• Small water leak that can be contained
• A communal door lock that is not working but where it is secure and another entrance can be used
• Blockages to pipes and drains where water is not backing up but is slow to drain
• Repairs to windows or doors to maintain security of premises where they can be temporarily secured and there is an alternative exit
• Blockages where grey water or sewage is leaking outside of the property
• Re-glazing of windows and doors to maintain fire safety
• Follow on works where the repair has already been made safe
• Isolation of damaged electrical sockets or switches
• Faulty gates, barriers or door entry systems
• Repairs to external or car park lighting

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