We know how difficult it can be when something goes wrong or breaks in your home, and so we'll always aim to get things fixed as quickly as possible for you.
The easiest way is to use our handy reporting tool below to pinpoint the exact issue:
Over the last 18 months we’ve formed working practices to keep customers and colleagues safe while continuing to deliver a repairs service.
We’re currently experiencing an unprecedented number of repair requests whilst also continuing to work through the backlog of non-urgent repairs that had to be put on hold throughout the pandemic. We are also experiencing some delays in obtaining the necessary materials and equipment that we need to complete certain types of repairs, as our suppliers adjust to different ways of doing things post-Brexit.
Unfortunately, all of these factors mean that we are currently taking longer than usual to complete certain jobs. We will carry on prioritising urgent and emergency repairs but customers may wait longer for routine repairs to be dealt with. Please consider this if you need to report a repair.
This is an issue affecting all Housing Associations in the region but please rest assured that we are constantly looking at how we can improve our availability and capacity to reduce waiting times.
We've put together a series of handy videos to help you carry out simple repairs like unblocking a sink or bleeding a radiator.
It is important to us that your home is kept in good condition to make sure that they are well maintained, warm and safe.
We know that a good repairs service matters to you and we want to make sure that the service we provide offers value for money and, most importantly, meets your needs.
We are responsible for keeping the structure and exterior of homes in good condition. In shared ownership and leaseholder housing schemes some responsibilities for internal repairs might vary from the ones set out in this table. Please refer to your tenancy agreement or lease for more detail.
We will also keep any installations provided for space heating, water heating, sanitation and the supply of water, gas and electricity in good condition. This includes:
You’re responsible for the cost of repairs due to damage, as well as any decoration inside your home and the following:
If you have installed your own cooker or gas fire, we will carry out an annual gas safety check as part of our responsibility as a landlord. However, if there are any issues with the appliance it is your responsibility to get it fixed.
When leaving your home, make sure that you take all of your belongings with you, clear any rubbish, fix any damage and leave the house in a good and clean condition.
We know things can go wrong at any time, so we have an emergency repairs process with a 24/7 helpline.
If you have an emergency repair, we operate a 24/7 out of hours service, open 365 days of the year.
Some examples of an emergency repair are:
We aim to respond to emergency repairs within 4 hours.
If you think you can smell gas you should call the National Gas Emergency Freephone number 0800 111 999.
Is your carbon monoxide alarm beeping continually? Contact Cadent immediately to arrange an emergency visit on 0800 111 999.
If a gas or carbon monoxide leak is detected, Cadent will cap the gas coming into your home.
If Cadent report that you need remedial work after their visit, it is our responsibility to put this right - please contact us on 0800 169 2988 to report this.