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Reporting Repairs


If you have an emergency repair during the time our offices are closed, please contact your Central Warden Call service, if connected or alternatively, contact our Out of Hours Emergency Repairs Hotline on 01429 298 988.

You may report a repair by telephoning Bank Top House on 0800 028 7428 or 0300 123 0734 if calling from a mobile phone, by SMS Text Message (see below), by letter, via a member of staff or via email.

When reporting a repair it is important to give times when access to your home will be available. The Association’s staff and contractors will call by arrangement when required whenever possible. Informing the Association of your telephone number for these occasions would be useful to our staff and contractors. The Association can not accept the cost of work carried out by a contractor on the instruction of a resident.

Reporting repairs via the automated telephone system

When choosing to telephone a repair through to our office you can ring on the above number and you will reach the automated system. Press 1 for repairs, a member of staff will take the details of the repair and deal with this for you.

Reporting repairs via SMS text message

You can log a NON-URGENT repair via SMS text message. In the message please include, your name, address, a brief description of repair, contact and access details. Text your repair to 07508 526708. On receipt of your message you will be sent a text message reply (during office hours) to confirm your reported problem has been received.

Reporting repairs (non-emergency) electronically via our website

(click here to go straight to the form) Urgency of repairs are graded as follows.

  1. Emergency Repairs - to be completed within 24 hours.
  2. Urgent Repairs (1) - to be completed within 3 days.
  3. Urgent Repairs (2) - to be completed within 7 days.
  4. Routine Repairs - to be completed within 31 days.

Please be patient and allow repairs to be completed in the priority time given.

Further details of repairs priorities, the Association’s responsibilities and your own responsibilities can be found in Section 5 of your Resident’s Handbook

Repairs requiring more detailed information or measurements etc will be allocated a maintenance inspection before a works order to a contractor is created. When a Maintenance Inspector visits your home please do not delay him with a long list of repairs - if other repairs are not urgent please notify us by the usual reporting structure.

The Association has a smoke free policy and you or anyone visiting your home must not smoke in any communal areas or in your home for at least and hour before a pre arranged visit by staff or contractors.

Getting Involved

You will receive a notification receipt for a repair, please compete the reverse of this and forward it back to us with your opinion of how the contractor performed - also notify us if the repair is not complete by the date shown.

Permission Requests, Keeping us informed

If you wish to carry out any modernisation or new installation works to your property yourself you must always get permission in writing from the Association. Please write to Bank Top House with your request and you will receive a letter explaining the conditions of being allowed/not allowed to carry out requested works.