Report a repair
What is a responsive repair?
Responsive repairs are like the quick fixes we do when something breaks or stops working unexpectedly. It’s about getting things back to normal as soon as possible, so you can carry on with your day without too much hassle.
What is the difference between investment works and responsive repairs?
The difference between the two is pretty straightforward: Responsive Repairs are about fixing things when they go wrong, while Investment Works are about preventing problems before they happen, keeping everything in tip-top shape for the future.
If something’s not working as it should be, we’ve got several easy ways for you to book a repair:
Repairs responsibilities
We want to make sure your home is a safe and enjoyable place for you to live. We’re always here to assist with repairs and improvements you need, but some jobs are your responsibility as a customer. To make sure everyone knows whose jobs are whose, we’ve got a list of repairs responsibilities.
Emergency repairs – made safe within 24 hours
Emergencies are thankfully rare, but it’s good to know what to do if the worst happens.
These are repairs required to prevent danger to life or severe damage to the property. Repairs that affect safety and security will be addressed as quickly as possible, with a maximum response time of 24 hours.
In cases where the full repair cannot be completed immediately, the issue will be made safe, and a new date of repair will be provided to the customer.
You can call us at any time, day or night, on 01282 686 300 to report an emergency repair.
Routine repairs – completed within 20 working days
Routine repairs are completed within 20 days and do not pose an immediate risk to health, safety, or the property but may cause inconvenience. These repairs may be prioritised based on the customer’s individual circumstances (for example, if the customer has complex needs, is a sole tenant with a registered disability, or is fleeing domestic violence).
You can select a convenient appointment on the Calico Connect App or contact our customer experience team on 01282 686300.
Appointments are usually between 8:45am and 4:30pm and we will text you your appointment time. If you are not at home for your appointment, we will leave a card to inform you that we have called. You can then call us on 01282 686300 to rearrange your appointment.
Unplanned major works – completed within 60 working days (3 months).
These are large-scale or complex repairs that may require specialist materials or can be more efficiently carried out in combination with other repairs (e.g., replacing window frames or a staircase or major plastering repairs).
If you think you have a problem with damp, condensation or mould, please contact us for support or to report any repairs you may need.