If your home is more than 24 months old or if you've had an 'end of defects' inspection, please report a repair in the usual way and head over to our report a repair page.
If you're reporting a repair in your new build home that's less than 24 months old, you're in the right place and can fill out the form below.
Emergency and non-emergency
If you're not sure what's an emergency and non-emergency issue we've listed some examples out below.
We’ll sort any issues as soon we can, and we aim to sort them in 28 days for you. For some minor issues we use a 365 day timescale but we'll let you know when you book it in. We'll be able to give you more details when we have more information from you.
Emergencies:
- Total loss of electricity, gas or water supply
- Unsafe power, lighting or electrical fittings
- If your home isn't secure (if the external door can't be locked) or if the lock is faulty and you can't get in to your home. If you've lost your keys however, you'll need to arrange a locksmith yourself.
- Blocked flue to open fire or boiler
- Total loss of heating in winter months
- Taps that cannot be turned off and are running at full flow
- Uncontainable water leak
- A home being insecure because of fire, police activity, harassment, domestic violent or if the property is empty
- Serious roof leak or a major structural failure
- Total loss of hot water (for vulnerable customers)
Call our customer experience team as soon as possible on 0345 366 4404. They’re available 24 hours a day, 365 days a year.
We know some things can’t wait so, for emergencies, we’ll come out to you and make your home safe within 4 hours and fix the issue within 24 hours of you reporting it.
If you suspect a gas leak, call National Gas Emergency Services immediately on 0800 111 999
Non-emergency:
- Minor issues with toilet e.g. water running into the toilet pan
- Loose brickwork or brickwork has eroded
- Internal joinery repairs e.g. kitchen unit door with loose hinges
- Doors or windows sticking or causing a draught
Our timescales to get someone out to you for these kinds of issues is within 28 days.
Chargeable work:
We also have chargeable work, which is where there’s been accidental or wilful damage or neglect to a Yorkshire Housing home.
A few examples are:
- Replacing broken windows or doors
- Replacing locks or lost keys
- Clearance of homes or gardens once you’ve moved out
- Replacing flooring when you move out from pet damage or damage caused by moving white goods
- Putting homes back to their original state if alterations are done without our approval eg. painting kitchen cupboards
You can find out more in our responsive repairs policy.
What should I fix myself?
There are some things that you'll need to do yourself. You can find some handy videos on our looking after your home page. But here's a few examples of the types of things you should fix yourself, and for the full list of what we do and what you're responsible for, take a look at our responsive repairs policy.
- Bleeding radiators
- Changing a toilet seat
- Replacing lost keys or getting access to your home if you're locked out
- Tightening hinges on doors and cupboards
- Containing leaks and preventing water damage
FAQs on your repairs
Once you’ve reported a repair, we’ll send you an email to confirm what we’ll do and when you can expect it to be done. The easiest way to check for updates is by logging into your online account or you can give us a call.
Emergencies will be done within 24 hours.
Your work will be prioritised if you:
- Have specific care needs and circumstances
- Are disabled
- Are elderly
- Have small children
If there’s a reason something needs sorting quickly, we’ll take that into account. For example, if your garden fence is broken and it borders onto a main road or public footpath potentially causing a risk to small children or pets, it’ll need fixing as soon as possible.
We’ll be in touch 10 weeks before your gas safety certificate expires to arrange a check. You can find out more on our gas safety page.
To make sure you're safe at home we'll visit you each year to do some important safety checks. These include checks on:
- Yorkshire Housing-owned gas appliances, such as boilers (this usually happens eight weeks before the annual gas safety certificate expires)
- Yorkshire Housing-owned electrical appliances, such as fridges or washing machines
- Customer-owned gas appliances
- Solid fuel chimneys
- Oil boilers
- Heat pumps
- Unvented hot water cylinders
- Smoke, heat and carbon monoxide alarm testing (these are carried out at the same time as other safety checks in your home)
Need help with using heating systems in your home? Check out our user guides and manuals page for all the information you'll need.
Here with handy how-to's by make and model for your:
- Storage heaters
- Heat pumps
- Solar panels
- Environmental sensors
- Infrared heat panels
Sometimes a Yorkshire Housing colleague will come to sort the issue, and they’ll have an ID and Yorkshire Housing uniform. Sometimes though, we’ll use contractors who won’t have these to show you. If you’re unsure, please give us a call on 0345 366 4404 and ask the contractor for a job number. Our team will check it for you and confirm they are the right person for the job.