If there is something not working as expected in your home, and we are responsible for repairing it, please contact us to book a repair appointment. We’ll do everything we can to fix any problems we’re responsible for quickly and efficiently
Our Customer Services Team are available 9am – 5pm Monday to Thursday and 9am – 4pm on Fridays to assist with your repairs. You can report a repair by:
Emailing: [email protected]
Phoning: 0800 678 1228
Online via Connect using the repairs wizard
Completing the Website Form Please remember to include a phone number and email address with your repair request so we can contact you to organise the repair.
Monday to Thursday 5pm to 9am and Friday from 4pm until 9am Monday are classed as OUT OF HOURS.
Please call BR24 on: 0800 783 7937 When contacted BR24 will make arrangements for contractors to attend to emergency repairs. BR24 will also contact Caledonia Housing Association staff if the situation is serious.
Please do not call this number to report a routine or other non-emergency repair.
Internal joinery repairs e.g. kitchen unit door with loose hinges
Doors or windows sticking or causing a draught
Minor issues with toilet e.g. water running into the toilet pan
Loose brickwork or brickwork has eroded
Loss of one light/power socket
Repairs to plasterwork
Extractor fans broken in kitchen or bathroom Pest control (unless infestation)
A hob or oven not working (unless no alternative available)
Total loss of electricity, gas or water supply
Unsafe power, lighting or electrical fittings
Blocked flue to open fire or boiler
Total loss of heating in winter months
Taps that cannot be turned off and are running at full flow
Uncontainable water leak
A home being insecure because of fire, police activity, harassment, domestic violent or if the property is empty
Serious roof leak or a major structural failure
Total loss of hot water (for vulnerable customers)
Planned repairs cover things like roofing, guttering and fencing fixes, larger plastering and brickwork jobs as well as repairs that need scaffolding or specialist machinery to finish. For these types of repairs we have a 90 day window to complete the job, that’s because it often needs some specialist skills, machinery or materials.
Each year we carry out work to improve and modernise our properties. This can include for example, installing replacement kitchens, bathrooms, windows and doors or heating systems.
We are not responsible for repairing anything that has been damaged by you, your family or visitors – whether intentionally, accidentally or through neglect. Tenants are responsible for carrying out various minor repairs such as; decorating the inside of your home; and for maintaining any features or fixtures you have installed yourself.
We aim to carry out:
Emergency repairs in 6 hours
Urgent repairs in 4 full working days
Routine repairs in 10 full working days
Standard Void Repairs in 10 full working days