FIX 1

fix360 is the name of Your Housing Group's repairs and maintenance team.

The team provides responsive and emergency repairs to most of our homes, whilst also making sure empty properties are ready for incoming residents. We have a large team of qualified multi-trade and specialist professionals, delivering effective repairs and maintenance as part of a friendly, reliable and respectful service to you, our customers. 

View our Repairs & Maintenance service standard

Emergency Repairs

An emergency repair is one that can result in injury or risk of immediate danger to people, or cause major damage to property. 

We will make sure your home is safe within 24 hours from when an emergency is reported to us. We cannot always provide a time of the appointment for emergency repairs but you must remain home to provide access to our operatives. 

You cannot log an emergency repair through Your Home Hub. If you have an emergency repair, please call us. 

Call 0345 345 0272 to report emergency repair

What is as an emergency repair?

  • Loss of heating, hot water or mains water supply
  • Gas leak - If you smell gas, you must also contact National Grid immediately, call 0800 111999
  • Carbon Monoxide (CO) detector activates,Call Cadent on 0800 389 800
  • Blocked drains, or sewage overflowing into your home 
  • Small leaks
  • Problems flushing the toilet
  • Problems with water systems in communal areas
  • Burst plumbing or flooding that cannot be stopped by turning the water off. 
  • Damaged or failing electrical wiring, lighting or light fittings
  • Complete loss of electricity
  • Problems with kitchen or bathroom lights
  • Faulty lights
  • Problems with equipment installed as part of an adaptation. 
  • Front door that doesn't close or lock. 
  • Window jammed open or shut.
  • Unsafe or broken doors and windows, including front, back, communal and fire doors. 
  • Faulty external or automatic doors, gates, or warden call systems. 
Heating, ventilation and plumbing
  • Loss of heating, hot water or mains water supply
  • Gas leak - If you smell gas, you must also contact National Grid immediately, call 0800 111999
  • Carbon Monoxide (CO) detector activates,Call Cadent on 0800 389 800
  • Blocked drains, or sewage overflowing into your home 
  • Small leaks
  • Problems flushing the toilet
  • Problems with water systems in communal areas
  • Burst plumbing or flooding that cannot be stopped by turning the water off. 
Electrical and Mechanical
  • Damaged or failing electrical wiring, lighting or light fittings
  • Complete loss of electricity
  • Problems with kitchen or bathroom lights
  • Faulty lights
  • Problems with equipment installed as part of an adaptation. 
Windows, Doors and Security
  • Front door that doesn't close or lock. 
  • Window jammed open or shut.
  • Unsafe or broken doors and windows, including front, back, communal and fire doors. 
  • Faulty external or automatic doors, gates, or warden call systems. 

Who is responsible for what repairs?

Our responsibility

It is our responsibility at Your Housing Group to help you if you have a problem with: 

  • Foundations
  • External walls to your home 
  • External doors and door frames 
  • Window frames 
  • Roof 
  • Gutter and rainwater pipes 
  • Drainage 
  • Water services
  • Electrical fittings 
  • Gas services
  • Central heating and hot water systems 
  • Internal doors 
  • Communal areas (lifts, stairs, and decoration) in multi-occupied buildings. 
Your responsibility

As a tenant/resident, you have a responsibility for certain repairs in your home such as: 

  • Repair or replacement of anything that is installed and fitted by you
  • Internal decoration 
  • Maintenance of private garden areas 
  • Replacement of light bulbs and fluorescent tubes 
  • Replacement of lost keys or changing locks 
  • Broken windows (Unless a crime has been reported, we will ask you to provide your crime reference number.)
  • Re-setting of trip switches
  • Adjusting doors following new flooring being fitted
  • Replacement of toilet seats 
  • Home appliances such as washing machines, cookers, and tumble dryers 
  • Items accepted under a signed disclaimer at the start of your tenancy.
How soon will you visit me after I report an emergency repair?

We will visit your home to assess the issue within 24 hours.

There may be occasions during particularly busy times, such as adverse weather conditions, whereby we have more emergencies than usual reported, and in this case we may take slightly longer.

However, we will inform you when you call if this is the case. 

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Can I report emergency repairs online?

No.

Please call us immediately on 0345 345 0272 and choose option XX to report a repair you believe is an emergency. 

Reeve Court Communal Garden

Grounds maintenance

As part of your tenancy or leaseholder agreement, you’re responsible for keeping your own private garden tidy and cared for. Trees in your garden are also your responsibility, but there are some exceptions. Please check with us first if you have concerns about the trees you have, and our tree surveyor will come and take a look. 

Find out more