Last updated September 2026
Accessible ways to contact us
How can I report a repair?
Select the type of repair you want to report and get in touch in one of the ways listed below.
Emergency repairs
If there is a serious risk of injury or major damage to your home, call us immediately on our regional numbers. Examples include:
- no electricity, water or gas
- a gas leak
- an uncontained water leak
- your home cannot be locked.
Routine repairs
These are non-urgent repairs and do not affect your safety or cause serious damage to your home. Examples include:
- damaged plasterwork
- broken floors or floor tiles
- damaged kitchen units
- faulty doors or windows.
Damp and mould
If you’re experiencing damp or mould in your home, let us know as soon as possible. Signs of damp and mould can include:
- condensation
- wet walls
- damp patches
- black mould spots.
How long do repairs take?
Emergency repairs - attend within 24 hours
Routine repairs - complete within 30 working days
Damp and mould repairs - attend within 10 days
Major repairs - complete within 90 days
What happens after I report a repair?
How can I get an update on an existing repair?
Use our repairs webform and select the option 'I would like an update on my existing repair'.
Request an update
Once you've reported an emergency repair, we'll:
- Attend within 24 hours and our priority will be to make your emergency safe.
- Explain what happens next and answer any questions you have.
- Let you know when the repair is likely to be completed.
- Tell you if we need to carry out an inspection or arrange a contractor visit.
- Arrange any follow-up work needed to fully resolve the issue
Once you've reported a routine repair, we'll:
- Aim to contact you within 5 working days to arrange an appointment.
Let you know if your repair needs to be carried out by one of our contractors, who will then contact you directly to confirm an appointment.
- Arrange a visit from a surveyor if we need to inspect the issue first.
- Complete the repair within 30 working days.
Once you've reported a damp or mould repair, we'll:
Inspect the issue within 10 working days.
Explain what we've found and what we'll do next, within 3 working days of the inspection.
- Start the repair within 5 working days if the issue is serious, or within 24 hours if there is an immediate risk to your health or safety.
- Offer you temporary accommodation if your home cannot be made safe quickly
For more advice and support, visit our damp, mould and condensation page.
What can I do if I'm not happy with a completed repair?
If you don't think a repair has been completed to the right standard, please get in touch. We'll listen to your concerns and look into what's happened. If needed, we'll arrange for a contractor or operative to return.
How can I report a communal repair?
Communal repairs are repairs to shared areas of your building or estate. Communal repairs include issues with communal doors and entrances, roof and guttering, lifts, communal heating and lighting, shared stairways, balconies and access paths, or fire safety issues.
In most cases, these areas are maintained by Sanctuary, although some shared areas or services may be your responsibility. Please check your tenancy agreement to see what's covered.
Who is responsible for my repair?
Let us know if you have any additional needs
Please tell us if anyone in your household has a health condition, disability, mobility issue, or uses medical equipment that depends on water, heating or electricity. You can also let us know about any other circumstances that are making the repair particularly difficult or worrying for you.
Sharing this information helps us understand how the problem is affecting you and your household. It means we can assess the repair more accurately, make sure it's given the right priority, and provide the most appropriate support while we work to resolve it.
Next steps
Repairs FAQs
We’ve answered some of the most common questions about reporting repairs, repair appointments and repair timescales.