Repairs and maintenance [DRAFT]
How to book a repair
The easiest way to request a repair to your home is online through your MySalix account. You can report a repair 24 hours a day, 7 days a week.
You can choose one of our appointment slots, including evenings and weekends, for us to visit you.
You can also report other issues such as damp and mould, or fly-tipping in your area.
MySalix - log on or registerRepair types and response times
We're committed to delivering an efficient repairs and maintenance service whilst maintaining value for money.
Emergency repairs
Emergency repairs will be attended to within 24 hours.
These are issues that may cause a danger to you or other people, or where your home may be damaged if action isn’t taken straight away. These include:
- Total loss of electricity or water
- Uncontainable leaks
- Dangerous electrics
- Serious structural faults
To report an emergency repair, call us on 0800 218 2000.
Urgent repairs
Repair issues that significantly affect your comfort or convenience, but are not emergencies, will be completed within 5 days.
Routine repairs
Non-urgent issues that do not pose a risk to health or safety will be completed within 45 days.
Rechargeable repairs
There are some repairs that you have to carry out yourself. Subject to capacity, for some essential repairs we may be able to do them for you, however, you will need to cover the cost. We will provide you with a price for completing these repairs and ask for a deposit.
Rechargeable repairs include:
- Changing your locks to provide you with replacement keys, including when lost or stolen
- Repairs needed due to damage or neglect caused by you, a household member or a visitor to your home, or where forced entry is required by emergency services
- Repairs due to alterations made by you, with or without our permission
- Where we have to clear your home after you leave as you have not removed possessions or have left behind rubbish or other items
Missed appointments
We provide reasonable appointment slots, including evenings and weekends. If you do not provide access, or miss a repairs appointment that you have pre-arranged with us, we reserve the right to recharge you the costs of this missed booking.
Maintenance issues in your neighbourhood
To let us know about a problem around your neighbourhood or building, report it online through MySalix. You can tell us about:
Estate management issues
• an abandoned home or abandoned vehicle
• a property or garden looking neglected
• parking issues
• subletting of a home
Environmental issues
• fly-tipping
• graffiti
• littering
Our commitment to safe homes for customers
Awaab's Law
Ensuring our customers have safe and high-quality homes is a key priority. We have been continuously focussed on improving our approach to tackling damp, mould and condensation, while also enhancing our Repairs and Maintenance Service, with the introduction of Awaab's Law.
Read more
Damp, mould and condensation
We are committed to making sure you have a healthy home, free from damp, mould and condensation.
Mould can be harmful to your health if it isn’t removed, which is why it's really important you report it to us.
Find out how to tell us about an issue with damp or mould, and some handy tips for reducing moisture in your home.
Read moreKeeping your home comfortable and safe
We carry out over 30,000 repairs each year, with around 92% of them completed on the first visit. We want every customer to be satisfied with their home.
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