Report a repair

Easy way to report a repair

Reporting a repair is easy online - you can then track your repair through My Account

You can request a repair in the following ways:

Online

The easiest way is through the report button on the website. Using our online repair tool sends an email straight to the Service Centre where it will be dealt with.

Telephone

Call 0300 123 55 22 to tell us about your repair request. We are available 24 hours a day, seven days a week.

When you call us, you will be asked for the following information:

  • Your name, address and telephone number
  • Details of the problem
  • How and when we can gain access to your home, to assess the issue and carry out necessary repair work

Our Service Centre is available from 8am until 6.30pm, Monday to Friday.

Outside normal office hours, you can report emergency repairs to our ‘out of hours’ team by calling 0300 123 55 22. From 3rd April 2017 all emergency heating or hot water calls out of hours will be handled by Liberty Group on the same telephone number.

Remember, this service is for customers dealing with an emergency in their home. If your repair is not an emergency and can wait until the next working day, please call the Service Centre between 8am and 6.30pm, Monday to Friday and we will arrange an appointment for your repair.

Check out the ‘Repair categories’ link on this page if you need more information on emergency repairs.

Text message

You can also text the Service Centre directly. Send your message to 67200 with your enquiry details.

Local office

Visit your local area office and use the freephone in reception or use the Customer Information Point.

Tracking your repair

Do you have an online account with us? The ‘My Account’ section uses iHousing and gives you access to track your repairs as well as many other benefits for managing your tenancy. If you are named on the Tenancy Agreement and have a valid email address register by contacting us on 0300 123 5522 or email hello@citywest.org.uk