SBH - reliability 6361 resized

Reporting Repairs

Reporting Repairs via App, Telephone, Email or Web Chat – Third party

Reporting Repairs via App, Telephone, Email or Web Chat – Third party

Reporting Repairs via the Livin App and Tenant App Chat

Once you have registered for the Livin App you need to log in with your email address and Password.

Select the ‘Your Repairs’ button and follow the instructions to report your repair.


Reporting Repairs via Telephone, Email or Web Chat

When you report a repair via Telephone or Web Chat, you will need to give the following information;

  • Your name and address including post code

  • Telephones where we can contact you (Landline, Mobile etc.)

  • A description of the problem and precise location

  • Access Arrangements/your availability

Emergency Repairs

Emergency Repairs

We aim to attend all emergency repairs within 4 Hours. If you believe that your repair requires and emergency response, please contact us immediately;

Our Normal Working Hours are 8:15am – 7:00pm Monday to Friday, 9:00am to 1:00pm Saturday

                Telephone 0800 587 4538 or contact us via Web Chat/Tenant App Chat

Outside of Normal Working Hours

                Telephone 0800 917 1773

The following repairs will be treated as an emergency;

  • Total Loss of Electricity

  • Unsafe power or lighting socket

  • Serious leaks in water systems which cannot be contained

  • Serious roof leaks which cannot be contained

  • Gas Leaks (please contact TRANSCO on 0800 111 999 immediately)

  • Security of property e.g. insecure external door, boarding up a broken window

  • Unable to gain entry to a property (if due to loss of keys, this will be rechargeable)

  • Failure of a stairlift (e.g. where vital facilities cannot be accessed)

  • Smoke Alarm Sounding (not chirping)

  • CO Alarm Sounding (not chirping)

  • Gas Flue damaged/

  • Blocked toilet (only toilet in property)

  • Blocked Drain – sewage rising internally

  • No water supply to property

  • Tap broken, can’t isolate and running at full pressure

  • Unsafe Structure

Heating fail are not classified as emergency repairs, however reasonable adjustments may be considered depending on personal circumstances.

You may be asked to help manage an emergency repair situation until we are able to attend, and our staff will advise you of ways to do this such as isolating the water/electric supply.

Emergency repairs will be carried out in full wherever possible, but in some situations a ‘make safe’ or temporary repair may be carried out until a permanent fix can be made.



When reporting a routine internal repair you will be able to book an appointment from the availability we have at the time. If your repair needs to be inspected or requires a specialist, we aim to provide you with appointment information within 5 working days.

If you require an appointment for an external repair, these can be provided to you within 5 working days of your reporting the repair to us. If we can gain access to carry out the works without the need for you to be present, we will notify you when we have attended and confirm when the work has been completed.

Response Times

Response Times

We aim to attend;

Emergency Repairs within a maximum of 4 hours

Urgent Repairs within a maximum of 5 working days

Routine repairs within a maximum of 10 working days

Scheduled Repairs within a maximum of 25 working days


Allowing us access to your home

Allowing us access to your home

If you have an appointment, please ensure that you or another adult is available at your home for the duration of the appointment.

Please inform us in advance if an appointment is no longer suitable. We will be happy to rearrange this for you.

You will need to provide clear access to the workplace and ensure that your belongings are protected e.g. lift your carpets, move items of furniture, and store any fragile possessions well away from the workplace.

If you have pets, then please make sure that they are secure or kept in another room away from any working areas.

If anyone in your household smokes tobacco etc., please ensure that they refrain from smoking in advance of your appointment and for the duration of the appointment.

Always ask to see the identity card of anyone who calls at your home to carry out repairs and claims to represent Livin Works. All our staff carry identification cards. If you are unsure, do not let them into your home and contact us for advice.

Appointment Reminders

Appointment Reminders

Before an appointment takes place, if we have your mobile telephone number we will send you a text message to remind you that we are coming to carry out the repair. This will give you a further opportunity to contact us if the appointment is no longer suitable. You can update your personal details including mobile numbers using the Livin App.

Missed Appointments

Missed Appointments

If we attend an appointment and fail to gain access, your repair request will be closed and you will need to report the repair to us again. We will post a card through your door to inform you of this.

If you repeatedly fail to allow access for appointments we may decide to charge you for our wasted time.  

Quality Assurance

Quality Assurance

We may need to inspect the works once your repair has been completed to make sure that it has been done to the correct standard.

We may also send a satisfaction survey for you to complete. Your feedback is helpful to us as it can be used to improve the services that we provide.

Emergency Access

Emergency Access

There may be circumstances where we need to gain access to your home urgently; for example a sudden flood or a gas leak. If you are unavailable, we will make attempts to contact you, however, we may need to force entry without your permission. In these circumstances we will involve the emergency services, leave your home secure, and leave contact details for when you return.

Rechargeable Repairs

Rechargeable Repairs

We only charge you for the work if the damage is caused deliberately, an accident or by neglect.

If your repair is rechargeable we will provide you with an estimate of how much you will have to pay.

Depending on the nature of the repair, we may require you to make payment prior to the repair being carried out. Once the work is completed we will send you an invoice for any remaining payment. If you want time to pay the money owed we can make an arrangement to collect it by instalments. If the invoice is not paid, or the payment of instalments not maintained, we will take legal action to recover the debt.

You should know that outstanding debt may also prevent you transferring to another one of our homes. We will also decide whether a breach of tenancy agreement has occurred and deal with this appropriately where necessary.

You can refuse to have rechargeable work done, but not if the damage poses a health and safety issue or risks further damage being caused to your home. In these circumstances we may decide to gain entry to your home to carry out the repair.

You can choose to do the work yourself, but we must be allowed to check that the work has been completed to an acceptable standard. If the work is not to an acceptable standard we will give you a reasonable amount of time to carry out the necessary work, after which we will consider whether it is appropriate for us to carry out the work and recharge the costs to you.

If you terminate your tenancy we will require access to your home to carry out an End of Tenancy Visit. You will have the opportunity to rectify any damage before you move out. Any damage found after you have vacated the property will be repaired and you will be recharged.