Habinteg’s repair process from first call to final fix | Tenant news

Repairs and maintenance can be needed at any time, so it’s helpful to know how Habinteg manages the process from your first call or email right through to the final fix.

Here’s a guide on what to expect once you log that repair with us.

Making first contact

The quicker you report a repair, the quicker we can get it sorted.

The best way to report a routine repair is using the My Habinteg portal, which is available 24/7. If you’re not registered yet, it’s worth signing up. It only takes a minute.

Be clear when describing the issue and include a photo or short video if you can. This helps the repair team understand the problem.

For urgent issues or emergencies, contact Habinteg Direct on 0300 365 3100 or email direct@habinteg.org.uk during office hours.

Outside of office hours, use the out-of-hours service on 0345 601 3389. For gas leaks, always call the national emergency gas service on 0800 111 999.

Scheduling the visit

Once your repair is logged, the repairs team will classify it as emergency, urgent, or routine.

• Emergency repairs, like severe flooding or total loss of heating in winter, are fixed within 24 hours.
• Urgent repairs, such as no hot water or minor leaks, are usually completed within five working days.
• Routine repairs, including dripping overflows or partial heating loss, are completed within twenty working days.

If you’re unsure what category your repair falls into, please refer to our repairs guide or check with the Customer Services Team.

You’ll be given a time window for the engineer’s visit and receive a confirmation text or email, so you know when to expect them. If you can’t be in, always call and rearrange the appointment.

Sorting the repair

Habinteg uses local contractors to carry out repairs. Find out who your local contractors are here.

On the day, the engineer should arrive with the tools and parts needed. They may ask additional questions to confirm the fault and will usually explain what they are doing in plain English.

If extra parts are needed that aren’t available immediately, a follow-up visit may be required.

All repair work should be done professionally and safely. Our contractors are expected to:

• Show identification before entering your home.
• Be polite and respectful, and not play music, smoke, or use bad language.
• Protect your home and belongings from dust, dirt, and damage.
• Tidy up after themselves and leave essential services working.
• Provide instructions or user manuals as needed.

After the repair is done, check the work carefully. You may be asked to sign a form or complete a feedback survey, which helps Habinteg monitor the quality of contractors.

More information can be found in our repairs guide and on our website at www.habinteg.org.uk/repairs.

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