Repairs understanding your responsibility

We all know that from time to time things break and need repairing.

Back in 2019 we launched our joint repairs service with Johnnie Johnson Housing alongside Fortem. As part of this launch we also provided customers with a dedicated ‘Repair and Maintain’ website.

This site hopefully answers all of your questions and queries around reporting a repair to us and also helps you to understand if the responsibility lies with Equity Housing Group (soon to be Great Places Housing Group) or with yourself as the tenant.

You can visit this website at any time by visiting www.repairandmaintainservice.co.uk. On the website we also have a number of self-fix videos for you to watch, which help guide you through various tasks around the home, making it easier to solve the problem yourself.

How do I report a repair to Equity?

There are two ways in which you can currently report a repair to us:

1. Complete an email form (non-emergency repairs only:)

On our dedicated repairs website there is an online form which you can complete to log a repair with us. The email form should only be used for non-emergency repairs.

Once completed, a team member will then call you back to talk through your repair in more detail, before being able to issue you with a date and time for your repair to be carried out. Please remember to be as descriptive as possible when describing your repair issue, this will help our team diagnose your requirements in advance of calling you back.

You can access this form by clicking here.

Please remember - If your repair is an emergency, please call us on our Customer Solutions number 0300 123 4460.

2. Pick up the phone and give us a call:

You may choose to pick up the phone and call us directly (please note that numbers vary depending on your landlord), where a member of our team will be happy to help discuss your repair with you. Again, they will need to take a few details from you and once they have all the information they require, they will be able to issue you with a date and time for your repair to be carried out.

To report a repair to us, please call 0300 123 4460.

Who is responsible for the repair?

Below is a list of the most common repairs issues we come across and who is responsible for maintaining them:

Equity Housing Group’s responsibility:

All structural and external repairs (unless damage is caused by resident)

Repairs to installations where applicable*, such as:

  • Heating and hot water system
  • Gas fires
  • Sanitation ware
  • Plumbing to external areas

Repairs to and painting of communal and/or external areas

Your responsibility:

Keeping your home in good condition and well decorated

Maintaining any appliances which you have brought to your home

Carrying out any repairs that were caused as a result of damage by you, a family member or visitor

Dealing with minor items such as:

  • Replacing lost keys and lock changes if keys are lost
  • Replacing electric fuses, plugs and light bulbs
  • Replacing plugs in sinks/baths
  • Adjusting doors after carpets have been fitted
  • Clearing up broken glass inside your home
  • Repairing cracks in tiles and plaster work
  • Clearing blockages due to misuse
  • Replacing or fixing toilet seats

Please note: variations for leaseholders may apply.

We realise that these lists aren’t exhaustive and on the odd occasion a problem may occur, which isn’t covered by these lists. If this is the case, we would recommend that you contact us directly and we will happily talk it through with you.