Report a repair

We're committed to providing you with an excellent repairs service that is easy for you to access at a time that suits you.

We're responsible for keeping your home to a good standard. You also have some responsibilities too. To find out more take a look at the repairs responsibilities information which can be found in the related items on the right of this page.

Due to the current Government restrictions to help contain the spread of COVID-19, we've limited our repairs service to carry out urgent and emergency repairs only. You can find a list of emergency repairs here.

If you need to contact us for an emergency repair, fill in our contact form or call us.

We appreciate that you might have some questions about our repairs service so we've pulled together the most common ones here, if you have other questions please chat to us online or call us, we'd be happy to help.

• Can I make an appointment to get my repair carried out?

  Yes, we offer AM and PM appointments, and also "school run" slots. We can even text you to let you know when your operative has your repair details and will shortly be on their way, if we have your mobile number.

• What happens if I need to change the appointment?

  You can call us or you can fill out the online form and we will call you back within 24 hours.

• What happens if I miss my appointment?

  If no one is home, we will leave you a card letting you know we have called. Please contact us to rearrange the appointments within 5 days.

• How soon will you carry out the repair?

  Timescales range from a few hours for an urgent repair like burst water pipes up to 3 months for more routine work such as tiling, roofing and fencing repairs. We will make an appointment at a time that suits you.

• Who is responsible for repairs?

  We are responsible for maintaining the structure of your home; you are responsible for the decoration and the contents of your home. We recommend that you take out home contents insurance.

• Where can I get contents insurance?

  The National Housing Federation offers home contents insurance. For more information, please contact them on 0845 337 2463 to speak to someone, alternatively, most insurance brokers can offer this, you should shop around to get the best policy for you.

• What repairs do I have to pay for?

  Please click here to see what repairs you are responsible for. If your home has been damaged, neglected or misused by you, people living with you or visitors to your home, you will also be expected to pay for any repairs.

• How do I know if the operative calling to carry out my repair is genuine?

  All Alliance Homes staff, and sub-contractors are required to show you proof of identity so always ask to see this before you let anyone into your home. In addition to this, if you have told us you have a password; please ask them to confirm your password before letting them in. If in doubt, please call us on 03000 120120.

• Who do I contact about repairs outside of normal office hours?

  We offer an emergency out of hour's service for repairs that cannot wait until the next working day. If you have an emergency that cannot wait, please call 03000 120 120 and an answerphone message will advise you of the number to call.

• Who changes the communal lighting timer when the clocks change?

  Alliance Homes is responsible for this in communal areas.

• Will Alliance Homes change my light bulbs?

  You are responsible for changing light bulbs and fluorescent light strips. We will replace sealed unit lights only.

• Who is responsible to unblock the gutters?

  Alliance Homes is responsible for this.

• My electrics have tripped what should I do?

  If you can safely do so, you should try to reset your trip switch and check recently used appliances. If you are unable to do this, call us on 03000 120 120 (option 1). You may be charged if the problem is found to be a faulty appliance.

• Can you connect my gas/electric cooker?

  We have no legal obligation to service or maintain tenant cookers, the servicing of these appliances are down to the owner of the appliance and we recommend you have a qualified engineer do this for you.
  
  However, we do carry out visual checks and if we are concerned will look at the appliance. If we believe it to be unsafe it will be disconnected to ensure your safety. The replacement of the appliance or repair would be your responsibility.