Report a repair or concern
Tell us about a repair in your home, a safety hazard, anti-social behaviour or anything else that affects your tenancy.
Someone in danger, fire, gas or a crime? Call for help first
- Fire, or someone is hurt or at risk: call 999.
- You smell gas or think there is a carbon monoxide leak: leave the building, do not use switches or flames, and call the National Gas Emergency line on 0800 111 999.
- Power cut: call 105.
- A crime is happening now: call 999.
- Emergency repair (see list below): report it on this form straight away and choose "Emergency repair". Add photos if you can.
Once everyone is safe, please also report it to us here so we have a written record.
What you can report and what to expect
Your landlord must keep the structure and outside of your home in repair, and keep the supplies for water, gas, electricity, heating, hot water and sanitation working. Your home must also be safe and fit to live in. We manage these repairs on your landlord's behalf.
The times below start from when we receive your report. Not sure which one fits? Choose the closest. We check every report and will change the category if needed.
Emergency repairs
We aim to attend and make safe within 24 hours.
Something that puts your health, safety or security at immediate risk, or could cause serious damage to the building. For example:
- no heating or hot water in cold weather
- major water leak or flooding you cannot stop
- dangerous electrics, sparking sockets, total loss of power
- outside door or ground-floor window that will not lock
- blocked or broken toilet, where it is the only one
- broken fire alarm, smoke or carbon monoxide alarm
- structural damage, such as a ceiling about to fall
- damp or mould making someone seriously ill right now
"Make safe" means removing the danger quickly. A full repair may follow later.
Hazards to your health or safety
We aim to inspect within 10 working days and tell you what we will do and when.
A problem with your home that could harm your health or safety, such as:
- damp or mould
- home too cold even with the heating on (draughts, broken windows), or dangerously hot
- loose handrails, broken steps, damaged floors or trip hazards
- large or growing cracks, loose roof tiles, masonry or plaster that could fall
- damaged fire doors or fire escape routes
- faulty sockets, switches or lights (not sparking or burning)
If the hazard puts anyone at immediate risk, choose "Emergency repair" instead.
Urgent repairs
We aim to attend within 10 working days.
Problems that affect your daily living or could become a risk if left. For example:
- partial loss of hot water or power
- leaking pipes, taps or roof (that you can contain)
- blocked sink, bath or shower
- broken cooker or fridge we supplied
- signs of pests such as mice, rats or bedbugs
Routine repairs
We aim to complete routine repairs within 40 working days (about 8 weeks).
Non-urgent repairs that do not put anyone at risk. For example:
- dripping taps
- sticking doors or windows, broken handles
- loose kitchen cupboard doors or worktops
- small hairline cracks in plaster
- broken furniture we supplied
- faulty extractor fan
We will contact you to arrange a convenient time for access.
Some repairs need parts or specialist contractors and may take longer. If so, we will let you know.
Anti-social behaviour and illegal activity
We aim to contact you within 2 working days.
Behaviour that causes harassment, alarm or distress, or breaks the terms of your tenancy agreement. For example:
- drug use or dealing in the property
- threats, intimidation, harassment or hate incidents
- violence or damage to property
- excessive noise, especially at night
- unauthorised visitors or people staying overnight
- smoking indoors, propping fire doors open or tampering with fire alarms
Your report is treated in confidence. We will not tell the person you reported who made the report.
Other concerns
We aim to reply within 5 working days.
Anything else about your home or tenancy, for example:
- shared areas that are dirty or untidy (shared houses)
- lost keys or fobs, lock changes
- concerns about another tenant's wellbeing
- a complaint about our service
If you are worried that someone is at risk of harm right now, call 999.
Reporting drugs or crime anonymously
You can report non-emergency crime to the police on 101, or anonymously to Crimestoppers on 0800 555 111. Please also tell us, so we can act on breaches of the tenancy agreement.
What happens after you report
| Step | What happens |
|---|---|
| 1. You report | You see a confirmation on screen with your reference number. Make a note of it, as we will need it when we discuss your report with you. |
| 2. We review | We record your report, check your photos and confirm the priority. We may change the priority after looking at it, and will tell you if we do. |
| 3. We contact you | We arrange access with you and give you at least 24 hours' notice. In an emergency we may need to enter at short notice. |
| 4. We act | A contractor or member of our team attends to make safe or repair. For anti-social behaviour, we investigate and agree an action plan with you. |
| Throughout | We keep you updated at each stage. |
| 5. We follow up | We check the problem is fixed. If it is not, contact us and give your reference number. |
What we expect from you
- Report problems as soon as you notice them. Small problems left unreported can become serious.
- Give access at the agreed time. If you cannot, tell us as early as possible.
- Look after your home and do small everyday jobs, such as changing light bulbs and keeping sinks, showers and toilets clear of food, hair and wipes.
- Test your smoke and carbon monoxide alarms regularly and tell us if they do not work.
- Help prevent condensation: open windows, use extractor fans and dry clothes outside or in a ventilated room where you can.
- Do not attempt repairs to gas, electrics or the building yourself.
If damage has been caused deliberately or through misuse, you may be asked to pay towards the cost, in line with your tenancy agreement.
If you are not happy with how we handled your report
Tell us first so we can put it right. Choose "Other concern" in the form and select "Complaint", or email info@theslvgroup.co.uk.
If you think a serious hazard in your home is not being dealt with, you can contact your local council's private housing team.
Make a report
Report received
Your reference number is
What happens next
Make a note of your reference number. Write it down or take a screenshot. We will need it when we discuss your report with you.
If anything changes or the problem gets worse, email info@theslvgroup.co.uk and give your reference number.