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Repairs Service

The Erimus Housing repairs service is provided by the in-house repair and maintenance team, which is part of the wider Thirteen Group.

The team directly employs a range of operatives from the various building trades, such as plumbers, electricians, plasterers and bricklayers to maintain and repair your home. Gas fitters are also employed to service and repair your heating appliances.

In peak demand, we engage with selected sub-contactors to help provide the service.

A guide to repairs

What is a responsive repair?

This is when we react to a request for help from one of our tenants. Examples include repairing a cracked window, unblocking a drain or remedying a plumbing or electrical fault.

How many requests for repairs does Erimus Housing receive?

We respond to more than 30,000 requests for assistance each year.

What priority will my repair be given?

We look at every repair individually and then place it in to categories of emergency, urgent, routine and planned which have the following response times.

Emergency repairs - complete or make safe in 24 hours

An emergency repair is classed as a repair that could have a major health and safety risk to the occupants or cause serious structural disrepair to the property.

Urgent repairs - 3 to 7 days

These are repairs which materially affect the comfort or convenience of the occupant but are not classed as an immediate risk to the occupant or structure of the property.

Routine repairs - within 15 days

Non urgent repairs that present no risk to the occupants or property.

Planned repairs

These are mainly external repairs such as fencing and guttering.

You will be told the date of your repair appointment when you contact us and you will also receive a text message 48 hours before the appointment as a reminder.

If we experience a large number of emergency repairs there may be instances where your appointment may have to be changed but you will be told if this is the case.

Who will carry out my repair?

External contractors are used to add to the service delivered by us. This boosts the repairs service you receive.

How do I report a repair?

You can report a repair by:

  • Phoning 08000 461600, free from a landline, or 01642 261100 which is charged at local rates from a mobile phone
  • Calling in to your local neighbourhood office
  • Online - you may choose to report a repair by using our repairs form on this website.
  • Emailing us at
  • Completing a repair request form (available in our offices) and returning it using the freepost option
  • Written requests

What happens once I report a repair?

You will be asked for the following information:

  • Your full name and address and contact telephone number
  • Your name if you are making the request on behalf of the tenant
  • As clear a description as possible of the work required
  • Information on access to the property
  • Any special circumstances, for example, if you are disabled

Is there an emergency repairs service out of office hours?

Our repairs service operates 24 hours a day, seven days a week. There is full cover during normal office hours with reduced cover available outside these times. Please be aware this reduced cover service is only intended to provide a response where your health and safety is judged to be severely and immediately at risk or serious damage is taking place to the property, e.g. a fast water leak or burst. If you have an emergency repair out of normal office hours, ring Erimus Housing on 08000 461600, free from a landline, or 01642 261100 which is charged at local rates from a mobile phone. If you use the emergency service when it is not necessary you may be charged with the additional cost of carrying out the repair out of hours.

What about allowing access?

Please allow anyone employed by Erimus Housing access to your home to inspect it or to carry out work to your or an adjoining property. If you have made arrangements to allow access when reporting the repair, please make sure you keep to the appointment so we can carry out the work.

  • Please remember that Erimus Housing employees and contractors always carry identification. Please ask to see it BEFORE allowing access to your home.
  • Make sure the tradesperson has access to the area in which the repair is to be carried out. This will involve you removing any of your fixtures or fittings, such as shelves, cupboards, satelitte dishes, burglar alarms and all flooring including laminate flooring.
  • Take reasonable precautions to protect your personal belongings, for example, by lifting and refitting loose laid carpets and moving items of furniture. If you are elderly or disabled and cannot make other arrangements to do this, then please contact us as we may be able to help.
  • If no one is at home when the tradesperson calls to carry out a repair, they will leave a card telling you when they called and askng you to ring to make alternative arrangements.
  • Please ensure you allow us access to service your gas appliances every year. This is required by law and ensures the safety of you and your family.
  • Our repairs are undertaken by approved Erimus Housing contractors and our own staff.
  • Our tradespeople are trained to show you their identity and tell you their name before entering your home. We have a statutory right to carry out repairs to your home. Failure to permit access to carry out any repair work may lead to legal proceedings being taken. If you are unaware of their identity, please call us on 08000 461 600 before allowing them into your house.

If you have made arrangements to allow a member of staff into your home so a repair can be completed, please make sure you keep to these arrangements so we can carry it out for you. You will be sent a text message confirming your appointment a day before to either your landline or mobile. If you are unable to keep an appointment, please let us know so we can rearrange the time and offer the slot to another tenant.

Improving your repairs service - who will carry out my repair?

Do you have a code of conduct?

Yes. Anyone who attends your home to carry out work must ensure it is carried out with the minimum of disruption to you and with respect for you and your home.

Can I make an appointment?

We will arrange an appointment with you when you report the repair. Once an appointment has been made, please let us know if you are unable to keep it and we will rearrange it for you. Contact us on 08000 461600, free from a landline, or 01642 261100 which is charged at local rates from a mobile phone.

Can I give feedback on the repair?

All our repairs staff members work on a mobile handheld device which will ask you to complete a short questionnaire once the repair has been completed. The workman does not have access to view your comments once you have completed it, but if you have concerns//issues about the work please feel free to contact the customer service team.

What if I am not satisfied with the work carried out?

If the repair has been completed but you are not satisfied with:

  • The workmanship
  • The extent of the work
  • Incidental damage which may have been caused
  • You do not feel the fault has been remedied
  • You disagree that the repair is not Erimus Housing’s responsibility

Please contact us to explain the problem. If the matter is not resolved, you can follow our corporate complaints procedure. You can ask for information on the process at your local neighbourhood office or by ringing us.

What about asbestos in the home?

Asbestos was used in building materials until the mid-1980s. As long as it remains undamaged, it is safe. We have policies and procedures for managing asbestos that include surveying buildings to find out where asbestos is present so that we can decide the safest way of dealing with it.


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