Booking repairs information

Find out what to do in an emergency, how to book a repair, and what you can expect from us.

Booking a repair

Your home should be your haven – a place where everything works just the way you like it. If you spot something that needs fixing in your home, we’re here to help you get things sorted.

How to book a repair

We want to make it easy and convenient for you to book a repair so there are several ways you can contact us: 

  • Online – the quickest and easiest way to book a repair is through your online account. Our step-by-step guide below shows you how to do this. Click here to view the repairs you can book online. If your repair isn’t on this list, you’ll have to book it using one of the other ways below. 
  • Call our Customer Resolution Centre – get in touch with our friendly team by phone on 0330 355 1000 
  • Complete our Contact us form

Log into your account

Log into your portal area on our website, if you do not have an account you can register here.

Head to repairs

Hit the repairs button at the bottom of the screen where you'll be able to start booking your repair. There are lots of choices when it comes to choosing the repair you need, so make sure you select the right option, this will enable us get the right operative to you first time! 

Choose your repair

Tell us more about your repair. Provide us with as much detail as possible in this part of the request as this will help us get the repair right first time. Once you've detailed everything, and attached pictures, hit the confirmation box at the bottom of the page.

Choose a time and wait for us to arrive

Next, you’ll need to choose a time that suits you from the list of time slots available. Once you've picked, select confirm. You'll then see a confirmation message, get an email receipt, and the repair details will be listed in your account.

What to expect when you book a repair

However you choose to book your repair, there are some things you can expect as part of our commitment to you. This includes how responsive we are and how we communicate with you about your repair. 

If you book your repair online through the portal 

You will be able to view these details through your account.

If you contact us any other way 

A member of our Customer Resolution team will get as much detail as possible from you about your repair. They will let you know the repair priority and when you can expect a visit from our repairs team. We will work with you to agree a date and time that suits you.

Changing or cancelling a repair appointment

Life can get in the way and we know it’s not always possible to be at home for your repair appointment. If this happens, you'll need to cancel or reschedule your appointment with at least 24 hours notice. If you booked your repair online, you can also log on and cancel or reschedule it online. 

Please remember that from time to time, we do have to charge missed appointment fees if customers regularly miss their pre-booked appointments, because it incurs significant costs for us.

Emergency repairs

Are attended within 24 hours of being reported (with some repairs being made safe within 4 hours). To make the best use of our resources for all our customers, we’ll decide which jobs are emergencies. Our list below shows some examples of emergencies and this guides how we prioritise urgent repairs. Only genuine emergencies are done out-of-hours. If we find that a reported emergency call-out is not a true emergency, we will unfortunately have to charge you for the costs.

Urgent repairs

Are carried out within 10 working days of being reported. 

Appointable repairs

Are carried out within 45 days of being reported. 

Repair appointment times available

We offer appointments during these time slots:

8am-12pm (AM)

8am-4pm (All day)

10am-2pm (Avoid school run)

12-4pm (PM)

4-5.30pm (Evening)

A One Manchester Colleague stood next to a van.

Remember, before and during your repair appointment

  • Listen out for the door - our operatives will knock on your door or ring the doorbell when they arrive, so please try to keep other loud noises to a minimum. 
  • Make sure someone over 16 is home - we won’t enter your property if anyone under the age of 16 is there alone or unsupervised. 
  • Keep any pets secure - make sure your pets are safely away in another room so that our operatives can get on with their work safely when they arrive. 
  • Please don’t smoke - we ask that you don’t smoke while our operatives are working in your home.

Emergency repairs

Think it’s an emergency? Check our list below for what to do next:  

If you have signs of damp and mould in your property, contact us as soon as possible on 0330 355 1000. You can also contact us using our contact form, if possible, please include a description/photo of the damp or mould issue in your home, and a member of the team will be in touch to arrange a visit to the property. 

Where you or your home is at risk due to a major water leak from any part of the heating system, or where the heating system fails during periods of severe cold weather and where no alternative heating source is available. We recommend that you purchase at least one portable fan heater for emergency situations.

If you smell gas, please call the National Gas Emergency Service immediately on 0800 111999. They will attend your home to isolate the meter and make everything safe. If this results in a lack of heating, it will be dealt with as above (see 'heating and hot water').

If you suffer a loss of power supply where there is a total loss of power to sockets throughout your home. Our operatives will also attend as an emergency in instances of power loss to lighting circuits when there is a hazard to health, such as failure of all lights in your home or failure of lights to communal hallways.

If the leak is causing damage then it will be considered an emergency, especially if it’s penetrating an electrical fitting. In this instance, one of our operatives will attend your home ASAP.

If water is entering your home and causing major damage, or if a loose part is becoming dangerous and you’re unable to make it safe.

If you have no working toilet in your home. Please note that, in certain circumstances, if the blockage is likely to caused due to your actions, you may be charged for the repair.

We will send an operative out to make sure your window is safe and secure as part of an emergency visit. We will then book in a follow up appointment to re-glaze the window.

If your door is damaged in a break-in and will not close, or if your ground floor window is jammed open or if a lock will not operate. We will make safe and secure at an emergency visit.

If the walls or fences on your property become unsafe and potentially dangerous, we will attend to make them safe, e.g. if they are damaged due to a storm.

Our operatives will be happy to support you with the repair of manhole covers that are within the boundary of your home.

One Manchester development. A photo shot through the tree's in an artistic shot.

Repairs we have to charge for

There are some repairs we have to charge you for. Before we carry out a rechargeable repair we will confirm the price with you. The repairs we charge for are often those that are due to damage, neglect or loss. 

Where damage has occurred which the customer is responsible, we expect the customer to undertake the repairs or remedial work required or to repay the cost of such work in advance. We do not charge for repairs that are needed because of general wear and tear in your home or any planned improvement work.

  • Changing your locks and providing a replacement key (when your lost or stolen your keys) 
  • Fixing damage, you, a household member or visitor has caused
  • Any alterations to your home that we’re made during your tenancy

Repairs that you’re responsible for

There are some repairs and general upkeep that you’re responsible for looking after in your home. If you or someone you know would consider yourself to be a vulnerable customer, we will work with you to offer support based on your circumstances.

Our responsibilities Your responsibilities
Repairs to sanitation Avoid doing anything which may result in blockages to pipes and drains (e.g. disposing of fat/oil or nappies/wipes. down toilets or in sinks).
Repairs to any external plumbing Unclogging blockages to waste pipes to sinks, showers, basins, baths and toilets.
Fixing significant leaks Replacing broken plugs, chains or bathroom pull cords.
  Arranging for a dishwasher to be installed and plumbed in. 
  Bleeding radiators 
  Refixing radiators after decoration
Our responsibilities Your responsibilities
Maintaining grass in communal areas Keep gardens clean and tidy, clearing rubbish and maintaining grass and greenery.
All structural and external repairs (unless damage is caused by you) Keeping the inside of your home clean and all decoration in good condition.
Repairs to and painting of communal and/or external areas Making sure you have written permission before carrying out any alteration or improvement to your home.
Our responsibilities Your responsibilities
Repairs to heating and hot water systems Provision and installation of cookers and cooker connection (cookers must be installed by qualified tradespeople)
  Replacing batteries in thermostats
  Cleaning and testing of smoke alarms and carbon monoxide detectors other than at gas servicing
  Relighting pilot lights and resetting heating controls
  Arranging the installation of telephone points, TV sockets, aerials and dishes including removal for repairs

Reporting an issue with pests

We offer a free pest control service provided by Manchester City Council. Their pest control service can provide expert advice and help you remove rats, mice, cockroaches, fleas, bed bugs and beetles for free.

You can contact the council directly by calling 0161 234 4928 or by using our contact us form. Alternatively, visit Manchester City Council to find out more.

 

How you can help prevent pests

There are some steps you can take to prevent pests, as environmental issues can contribute to the problem. Simple things like keeping your home and garden clean and tidy, reporting fly-tipping to us, and storing food properly can go a long way in preventing pests from taking up residence.

Baker Place outside picture

Repairs FAQ's

1.
Common repairs questions
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Questions
3.
Answers