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We are committed to delivering a high-quality, modern, and effective repairs service and to providing homes that are comfortable, maintained, and safe for people to live in.
As your landlord, it is our responsibility to cover the wear and tear and ensure your home is structurally sound, safe, weathertight, and has hot water and heating.
The types of repairs we will carry out include:
The responsibility for repairing and maintaining homes is shared between believe housing and customers.
Note: We will not carry out repairs that are the result of damage by you or any visitors you have at your home. Or, if we do carry out these repairs, we will charge you and this payment will be expected prior to works commencing.
*believe housing can carry out this repair at a cost (rechargeable repair)
A full list if landlord and customer responsibilities can be found here.
Depending on the type of repair you report, they will be classified and responded to within believe housing’s repair categories and timescales.
Emergency repairs are any defects that put the health, safety, or security of properties, customers, or anyone else at immediate risk.
We offer another emergency out of hours service, outside of day-to-day operating hours for repairs that pose an immediate risk to people and/or property.
Emergency repairs will be responded to and made safe within 24 hours. Where possible, a full repair will be carried out. If this is not possible, we will arrange a new appointment at a time convenient for the customer.
Examples of emergency repairs are:
• Total loss of water supply
• Total loss of heating (between 1st November–31st March)
• Dangerous structures including wall or ceiling collapse
• Unsecure doors and windows.
To report an emergency repair, please call us on 0300 1311 999.
Emergency repairs are available outside of day-to-day operating hours for repairs that pose an immediate risk to people and/ or property.
To report an emergency repair, please call us on 0300 1311 999.
An appointable repair is a repair that can prevent immediate damage to the property and/or overcome inconvenience to customers.
Appointable repairs will be carried out within 20 working days from the time a repair is reported to the completion of the work, at the customer’s convenience.
Examples of appointable repairs are:
• Blocked gullies, sinks, and plumbing leaks
• Partial loss of electricity
• Partial loss of heating or water.
There are some repairs that require specialist materials and/or equipment and further time to complete. They can also consist of a replacement rather than a repair of a component.
Planned repairs will be carried out within 40 working days.
Examples of planned repairs are:
• Repairing internal joinery including cupboards, shelving, skirting, and bath panels
• Cleaning out and/or repairing defects to gutters and rainwater pipes
• Fencing repairs.
believe housing offer a flexible appointment system and we aim to ensure all times are at the convenience of our customers.
We offer:
All day appointments
• Morning (8am – 12pm)
• Afternoons (12pm – 4pm)
• Avoid school run (10am – 2pm)
• Evenings and weekends on request.
The main purpose of the emergency repair service is to make you, and your home safe and secure. Whilst every effort will be made to undertake a full repair when responding to an emergency during normal working hours Monday to Friday, this may not always be possible and a further repair visit for follow on work may be required.
If you have an emergency repair, call us 24/7 on 0300 1311 999.
If you smell gas, or suspect there is a gas escape, you should immediately do the following:
Before ringing to report your repair, you can check whether it is a repair that you or believe housing is responsible for. A full list of these responsibilities, derived from the Tenancy Agreement, are detailed here.
believe housing offer a flexible appointment system for repairs (excluding emergencies which are carried out within 24 hours).
Slots available Monday to Friday are:
Avoid school run appointments between 9.30am to 2.30pm.
Take a look at our range of self-help videos showing you how to carry out simple repair tasks yourself.
We are committed to providing services to help you maintain your tenancy, from paying rent, budgeting, energy efficiency, and getting on with neighbours.
It's never been easier to keep in touch or provide your feedback with our new online customer portal, upgraded app, and website.
