Reporting Repairs & Defects

How to report Repairs during Office Hours

If you believe the Society is responsible for a repair in your home, report the problem as soon as possible. Call our Repairs Reporting Line (01223) 472240, use our Online Repairs Reporting System, visit our offices in person or write to The Maintenance Dept., 1 Horizon Park, Barton Road, Comberton, Cambridge, CB23 7AF. Our offices are open Monday to Thursday 9.00am to 5.00pm and Friday 9.00am - 4.30pm.

How to Report a Repair - Out of Office Hours

If an emergency repair arises out of office hours, the Society has an Emergency Repairs Service which can be contacted on 01772 757 665. They will arrange for an appropriate contractor to call and make safe any defects. It may be necessary for a contractor to call back to complete the repair.

If you smell gas, turn off the whole supply at the meter and contact Transco immediately on 0800 111 999.

Emergency or Urgent repairs are best reported by telephone to ensure orders can be raised with our contractors as soon as possible. Emergency repairs are those affecting safety, security or health of a resident or their visitors. The maximum length of time you should have to wait for an emergency repair to be attended is 24 hours.

Urgent Repairs

Urgent repairs are those causing a loss of facility to the tenant or which are likely to cause further deterioration to the property, e.g. a dripping overflow. The Society aims to have an urgent repair completed in 5 working days.

Routine Repairs

Non-urgent repairs may be reported in writing or by explaining the problem to a member of the Society's staff, who will then pass this request on to the Maintenance Department. Routine repairs are those which can be deferred without causing serious inconvenience to the tenant or damage to the property. The Society aims to have a routine repair completed in 20 working days.

When reporting a repair please provide sufficient details to give us a good idea of what work is required in order for our contractors to attend with the correct tools, parts or materials to fix the reported problem. It is essential that you inform us of any special access arrangements our contractors may need to gain access to your home to avoid delaying the repair.