Report a repair

In an emergency please call NPH immediately on 0300 330 7003.

Report a repair

Here you can find information about our repairs service:

  • what repairs we will make
  • repair timescales; and
  • the service standards you can expect from NPH.

Please bear in mind that you will need to wait longer for non-urgent repairs as outlined in the repair timescales above.

We’re currently experiencing extremely high demand for repairs appointments, which means that there is a longer wait for non-urgent repairs than usual. We’re working hard to reduce wait times, whilst making sure that we keep residents safe, who need emergency repairs. We’re sorry for any inconvenience and appreciate your patience at this busy time.

Report your repair

You are now able to report repairs online through the tenancy account Your NPH. Please make sure you register here with Your NPH so you can start using this new service!

You will need your tenancy reference number to hand if you are registering for this service for the first time.

Before reporting a repair, please check if the repair is your responsibility or you may be recharged before an appointment is made.

If you are unhappy with NPH's response and are considering further action, please read this first.

If you are not able to report your repair online or cannot register for Your NPH, you can call NPH's repairs service on 0300 330 7003.

Preventing damp and mould

If you would like more information on how to tackle damp and condensation, please watch the video below.

Which repairs are NPH responsible for?

All NPH repairs are carried out by our own workforce or by specialist contractors selected by us from an approved list.

We are responsible for the following repairs:

Outside your property

We are responsible for the main structure of the building; and any fittings and appliances we originally supplied.

Inside your home

We are responsible for:

  • pipes
  • wiring
  • heating systems
  • drainage
  • power and light fittings; and
  • any fittings or facilities in communal areas.

In the garden

We are responsible for:

  • fences
  • walls
  • outbuildings
  • sheds or coal bunkers that were originally put up by NPH (or Northampton Borough council previously); and
  • the main paths from the boundary of your property to your front and back door. 

By law we must also carry out an annual safety check and service of your gas supply.

This check is done for us by a specialist contractor.  

NPH also carry out ongoing maintenance work to the outside of properties. The programme is agreed in consultation with tenants and leaseholders.

Repairs service standards

We aim to get repairs right first time

We will do this by:

  • sending a fully trained and multi skilled tradesperson to carry out the repair on the first visit, at the appointed time slot; and
  • stocking our vehicles with the most frequently used materials so that most repairs can be completed at the first visit.

We will carry out a satisfaction survey.

This is once the repair is completed so we can follow up on your feedback.

We will change the repairs timescales if you have a vulnerability and need more urgent attention.

We will provide a variety of ways for you to report your repair.

This includes on the telephone and online. You can also use customer telephones at the Guildhall One Stop Shop.

We will offer appointment options for you to choose from to fit in with your plans.

We will confirm all appointments and send you follow up texts:

  • when the appointment is initially booked;
  • on the day before the appointment; and
  • when the tradesperson is on their way.

We will also provide an option for you to rearrange your appointment, providing a telephone number for existing repairs queries.