Repairs and maintenance
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Not all repairs are our responsibility and you may be responsible for carrying out some of the repairs that are needed in your home. You’ll find all the information you need to know before you report a repair below.
 For more information, please get in touch
Repairs contractors
Our contractors deliver voids and repairs service across our geographic regions.
Repairs priorities
What we class as emergency, urgent and routine repairs and how long it takes to complete them.
Report a repair
Report a repair by calling our contact centre or filling in our online form, more information can be found here.
How to: repairs
One of our repairs contractors, Morgan Sindall, has created a series of ‘how to’ videos to help you carry out routine repairs.
Sureserve delivers our heating repairs and servicing as well as new heating installations and electrical testing.
We know it’s important that your central heating or hot water system works and, when it doesn’t, it can be a major frustration and inconvenience.
There could be several reasons why these systems aren’t working, but, fortunately, there are a few checks and quick fixes that you can do at home to sort the problem before having to arrange for an engineer to visit.
Heating repairs priorities
What we class as emergency, urgent and routine repairs and how long it takes to complete them.
Gas servicing and other safety checks
More information on the gas servicing and other safety checks we carry out.
What to do if your hot water system or central heating isn’t working
Sureserve have provided some quick fixes that you can try if you find that you’ve got no heating or hot water.
Air source heat pump heating system
All the information you need on your air source heat pump heating system.
We appreciate that extreme cases of damp and mould are harder to manage, and we’d always encourage customers to report these to us so that we can address them.
You can help us by ensuring you do everything you can to help keep your home free from condensation and mould. Here is some advice and guidance on how to deal with condensation-related mould in your home.
We know you may want to make alterations to your home, whether it be internal, external or just adapting it to maintain your independence. You might need our permission or help to do this, but we’re here to help.
Making alterations to your home
You may want to make improvements to your home yourself. It's likely that you'll need our permission to do this.
Aids and adaptations to your home
If you or a family member are experiencing difficulties in maintaining your independence, we may be able to help by adapting your home
Stock condition surveys
As part of our continued drive to improve the quality of our properties, we need to carry out quick and simple surveys of your home every few years.
If your home comes with a grounds maintenance or cleaning service, here are the service standards you can expect.
We let all our homes to our lettable standard and expect your home to be at the same standard when you leave. Here are the expectations for when you decide to leave your home.
This is how we deliver our repairs and maintenance activities and how we aim to provide a quality repairs service.
Updated: 03 July 2025