Report a repair
If you need a repair to your home please let us know as soon as possible.
You can report a repair by:
- Using Hafod 24/7 which is available on Android and Apple devices
- Calling our Customer Service team between 8:30am and 4:30pm Monday to Friday on 0800 024 8968
- Completing our repair request form
Central heating repairs
Central heating repairs can be reported directly to our contractor, Liberty Gas, on freephone 0800 328 4322.
For emergencies ONLY, outside of office hours, please call 0800 024 8968.
What happens next?
Our experienced team of advisors will provide you with a reference number for your repair.Confirmation of the repair will be sent to you detailing the works required, the date the job should be completed by and the name of the contractor who will carry out the work.
You will also be sent a satisfaction slip to be returned in a freepost envelope to help us monitor how we and our contractors are performing and you will be entered into a free prize draw.It may be necessary for one of our maintenance surveyors to visit your home and assess the full extent of the repairs required.
We will arrange a mutually convenient time and date with you and we will endeavour to complete the repair within the specified time scales.
All repairs are categorised into priority timescales depending on the nature of the problem and the urgency of work required. Below are example maintenance problems and their priority timescales.
Category A (Emergency): within 24 hours
Blocked foul drain, a collapsed wall, severe roof leak, dangerous structures or communal door locks where security is at risk.
Category B (Urgent): within 7 days
Door entry system not working or minor electrical repairs.
Category C (Non-Urgent): within 14 days
Minor carpentry repairs, leaking rainwater pipes or replacement fencing.