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Report a Repair

Emergency situations

If your repair is an emergency call us straight away. We’ll deal with emergency repairs within 24 hours.

Call the gas emergency number 0800 111 999 immediately if there’s a gas leak or signs of carbon monoxide poisoning.

You should contact us as soon as possible if you have any concerns about fire safety and electrical safety in your home.

Emergency repairs

Emergency repairs have an immediate health and safety risk to you, your home or your neighbours. They include:

  • Complete loss of power
  • No cold water supply
  • No heating or hot water during the winter
  • A flood or leak that cannot be contained or causes a risk of electric shock doors or ground floor windows that aren’t secure
  • Your only toilet being broken
  • Lift not working
  • Smoke and/or carbon monoxide alarms (continuous noise)
  • Anything that’s a serious health and safety risk.

Regular repairs

If it isn’t an emergency repair we aim to get it fixed for you within 28 days, but we’ll always come out sooner if we can.

Our contractors may do a temporary repair to make the situation safe. They’ll return later to fix it. This happens if they need extra parts to complete the job or you reported it out of hours.

Allow access

You must allow the contractors reasonable access to your home. They will need to assess what repairs are needed and carry out the work.

Parasol Homes will agree a time and date with you to do the repair. They will tell you how long the work is likely to take.

Let your Parasol Homes know if you're no longer able to be home at the agreed time. Try to arrange another convenient time.

Report a repair