How do I report a repair and what happens next?
From small faults to urgent issues, we’re here to help — please don’t wait until things get worse.
What’s the quickest way to report a problem? You can contact us:
Online: use our website repairs form (for non-urgent issues).
By phone: 01522 514444 (option 2).
By email: repairs@lacehousing.org
In person: speak to any member of our team.
Tell us what’s wrong and how urgent it feels — we’ll confirm what happens next.
See also Customer Service Standards.
If there’s immediate risk to your health or safety, or serious damage to your home, call us straight away on 01522 514444 (option 2).
Read our Emergency Repairs page for more details.
Please tell us if you have a health condition, mobility issue, or communication need. We’ll make reasonable adjustments, so repairs are carried out safely and sensitively.
Learn more on our Inclusive Services & Advocacy page.
If you rent your home, you’re responsible for everyday tasks like
changing light bulbs or toilet seats,
keeping your home clean, and
reporting problems early.
Leaseholders and shared owners have separate responsibilities — see our Shared Ownership page and Leaseholder Handbook.
We’ll log your repair, confirm its priority, and keep you updated if the work isn’t completed within the target date.
People: We listen and act quickly.
Places: We maintain safe, high-quality homes.
Partnerships: We work with you and trusted contractors to continually improve our service and learn from feedback.
See also: Emergency Repairs | Damp and Mould | Rechargeable Repairs | Neighbourhood Service Standards.
How do we keep your home and neighbourhood in good condition?
We plan, prioritise, and inspect regularly — so your home and community always feel safe, tidy, and welcoming. How quickly will my repair be completed?
We’ll attend and make safe within 24 hours. If full repair takes longer, we’ll explain what’s next in writing within three working days.
See our Emergency Repair page for details.
For repairs that cause inconvenience or could get worse quickly, we’ll attend within five working days.
Smaller non-urgent repairs are usually completed within 20 working days.
If damp, mould, or another issue could affect health, we act quickly: inspect within 10 working days, issue a report within 3 days, and start remedial work within 5 days.
See our Damp and Mould page for details.
We look after paths, gardens, car parks, and shared areas to keep them safe, clean, and welcoming. Regular checks cover lighting, planting, cleanliness, and accessibility.
See Your Neighbourhood Service Standards.
People: We act fast when safety’s at risk.
Places: We maintain healthy, well-kept homes and gardens.
Partnerships: Residents, staff and contractors work together to spot problems early.
When might you need to pay for a repair?
Most repairs are our responsibility — but sometimes we need to charge if damage or neglect caused the problem, or if it’s your responsibility under your tenancy agreement.
We may recharge if:
damage was caused accidentally or deliberately;
keys or fobs were lost;
your home does not meet our Property Standard, or items were left behind at the end of tenancy;
unauthorised work needs removing; or
you ask us to complete something that’s your responsibility.
We use photos, inspection records, and your tenancy or lease terms to make sure any charges are fair and consistent.
Yes — if we can we’ll always explain costs before work begins. If emergency action was needed, or the issue wasn’t visible when first reported, or it was identified after tenancy termination and key return – we’ll explain the charge afterwards instead.
We can agree an affordable repayment plan and offer advice on managing costs. Recharges are billed separately from your rent account.
If safeguarding, domestic abuse, or a specific vulnerability affected your ability to meet responsibilities, we’ll consider this carefully before confirming a charge.
See Safeguarding and Domestic Abuse.
People: We listen and explain before applying charges.
Places: We protect homes for everyone’s benefit.
Partnerships: We work transparently to ensure fairness and value for money.
See also: Property Standard | Former Tenant Debt | Empty Homes Factsheet | Empty Homes Factsheet - When a tenant has died | Empty Homes Factsheet - When a Personal Representative is acting on behalf of tenant.
How do we plan ahead to keep homes safe and modern?
We don’t just fix problems — we plan improvements to keep every home safe, energy-efficient, and in great condition.
See Resident Safety
Regular programmes of work such as boiler servicing, electrical testing, decorating, and upgrading kitchens or bathrooms — all timed to keep homes in good condition.
Work completed on a set cycle — such as annual servicing, painting, and safety inspections — to prevent problems before they start.
We inspect a third of our homes each year and use this data to build a rolling three-year plan that keeps maintenance timely and well-funded.
For leaseholders and shared owners
You’re usually responsible for internal repairs, while we look after the structure, roofs, (unless you live in a bungalow) and communal systems. Costs are shared through your service charge and sinking fund.
Repairs to your home in newer shared ownership schemes (funded after 2021)
If you purchased your home through a scheme funded after 2021, your repair responsibilities may be different. We may have additional obligations for some internal repairs and maintenance for a 10-year period after completion, in line with your lease and grant conditions. Please refer to your lease for full details of what’s covered, how long these responsibilities apply, and when they revert to you.
See Shared Ownership and the Leaseholder Handbook for details.
All contractors follow our Code of Conduct and are regularly inspected for quality and safety.
Every programme supports our Environmental Sustainability Strategy — improving energy efficiency and helping all Lace homes reach EPC rating C or above by 2030.
People: We maintain homes that feel safe, cared-for and well-managed.
Places: Our long-term planning protects quality, value and ensures your home is a place you can be proud of.
Partnerships: Together we invest in homes and neighbourhoods that stand the test of time.
