General maintenance and repairs

For more information on our repairs please read the ‘Repairs’ leaflet.

1. How can I report a repair?

You can report your repair by phone or email between 8am to 6pm or by calling 0330 123 0220. You also report a repair on line at any time by visiting our website. Report a repair now.

If you live in retirement housing or a hostel, any faults or damage in the first instance should be reported to your scheme manager or on site employees.

2. Will I be charged for a repair?

Only where a repair is your responsibility, and we may be able to carry out the repair for you and re-charge you. If it is a repair that we are responsible for then you will not be charged.

3. How can I check on the progress of my repair?

If you would like to check up on the progress of your repair you should contact the customer services team by calling 0330 123 0220. If you live in retirement housing or a hostel speak to your scheme manager or on site employees.

4. What happens after my repair order has been placed?

We will book an appointment with you, either am/pm. We will try to accommodate special requests. We will give you a job reference and you will need to use this when contacting us, it allows us track the order. We will also send you a letter confirming your appointment. We may call you before the appointment to let you know we’re on our way.

5. How long will it take before my repair is carried out?

When you report a repair to us, it will normally be put into one of three repair priority groups:

• Emergency – which we aim to carry out within 24 hours,
• Urgent - which we aim to carry out within seven working days and
• Routine - which we aim to carry out within 28 working days.

How we categorise your repair may vary depending upon your type of housing

6. Can I request an appointment time for a repair?

We offer appointment times in a number of slots and you are able to request which one you would prefer. The appointment times we can offer are:

• Weekdays am: between 8am and 1pm
• Weekdays pm: between 1pm and5pm

7. How do I report a repair after hours?

If you need to report an emergency repair outside of office hours or at the weekend, you should phone the number for the out of hours service given for your local

office in our ‘'How to contact us’ leaflet. You should only call this service if your repair is an emergency. If your repair is not an emergency and can wait until the next working day, please report it in the usual manner.

8. Can i install a satellite dish?

In most instances, yes you can have a satellite dish as long as you gain our written permission before doing so.In some instances we may refuse your request to have a satellite dish. We will only do this if we have a good reason to do so – if your property is in a conservation area for example.

For more information please refer do we have a satellite dish policy?

9. I can smell gas, what should I do?

If you smell gas or have a gas leak, you should contact Transco Gas Emergency on 0800 111999.

10. Someone has broken my window, will Viridian repair it?

Yes, we will repair it unless the damage was accidently or deliberately caused by you, a member of your family or a visitor to your home. You should report the damage to the police and we will ask you for a CAD number.

11. I’ve lost my keys, will Viridian help me?

We are unable to come out if you have lost your keys and you should contact a locksmith. We would only come out to look at locks if the problem was due to disrepair.

12. Can I decorate my home? And who is responsible for paying for decorations?

Yes, you can decorate your home and you are responsible for decorations and keeping the inside of your home in good order. We would not pay for the cost of decorations unless they were damaged whilst a contractor carries out repairs and we will be responsible for making good the damaged area only. If you are altering or adding to the fixtures and fittings you may need to get written permission from us.

13. My sink/toilet is blocked, what should I do?

Blocked sinks and toilets are the responsibility of the resident. If the blockage is caused as a result of blocked drains then you should reports this to us.

14. My smoke detector is bleeping, what should I do?

You should try to establish whether it is a hard wired or a battery operated smoke detector. If it’s a battery operated smoke detector you may be able to replace the battery or call us and we can talk you through how to replace the battery. If it’s a hard wired smoke detector we may need to send out an electrician. You should always contact us if you are unsure.

15. I require equipment or an adaptation to my property, what should I do?

If you, or someone you live with require equipment or an adaptation because you are finding it difficult to get around your home, you will need to be assessed by an occupational therapist to work out with you exactly what your needs are. Your local council or GP will be able to tell you how to contact the occupational therapist for your area.

For more information please read the ‘Aid and adaptations pages’ of our website where you will find guidance and leaflets. If you would like to speak to someone please contact your local office for more information.

16. I have a messy garden, can Viridian help?

If you have a garden you are responsible for keeping it tidy. You must keep the grass cut and any hedges trimmed, and keep the garden free of rubbish

17. There’s a leak from the flat above me, what should I do?

Try to speak with your neighbour to establish where the leak might be coming from. You should then report it to us and we will send an operative to investigate.

18. I am a home owner who bought my home from Viridian, can I use the Viridian repairs service?

We will carry out repairs to communal areas but any repairs within the property are the responsibility of the home owner. The exception to this is when the property is within the defect period, in which case we would arrange for the repairs to be carried out. You should start by referring to your lease for more information or by contacting the home ownership team on 0330 123 0220.

If you would like to know more, there is a detailed Repairs and maintenance FAQs section on this website.