Our Repairs Service
When something goes wrong within your home, we understand that it can cause distress and inconvenience and that you want to get it fixed as soon as possible.
Our in-house maintenance team, Platform Property Care, carries out the repairs and maintenance work on your home. We employ a range of skilled trades people as well as offering opportunities for others to build a career with us through our apprenticeship programme. In some circumstances, we also use sub-contractors to support our repairs and maintenance service.
Reporting a Repair
The easiest way to report a non-urgent repair is through Your Platform, our online customer portal. We also offer a video calling service with our Contact Centre team who will either help you resolve your repair or identify the urgency of the repair.
Your Responsibilities
There are some repairs and general maintenance around your home that you are responsible for.
Emergency Repairs
An emergency repair is classed as something that is a threat to life or property and includes the following:
- A complete loss of water supply;
- Major leaks which cannot be contained;
- A blocked toilet where there is only one toilet in your home;
- A complete power failure;
- An unsecured home, for example, external doors or windows broken or damage to the actual structure of the house;
- Failed smoke or carbon monoxide alarms;
- A complete loss of heating from 1 November until 1 April.
If you suspect you have a gas leak, you must phone the gas emergency number on 0800 111 999 and ensure you are safe before calling us.
Call us on 0333 200 7304.
Our contact centre is open 24/7 365 days a year for emergency calls - whether you need to report an emergency repair or have a serious housing issue.
We aim to respond and attend to all emergency repairs within 24 hours.
Insurance
We arrange buildings insurance cover for the main structure of your home but we do not arrange household contents insurance for you. Contents insurance is designed to help protect your possessions. No matter how careful you are, there’s always a risk that your belongings could be broken, damaged or stolen so home contents insurance can help provide peace of mind should the worst happen.
