Report a repair

Repairs

For all emergency repairs please call us on 0300 330 7003.

You will have to pay for repairs caused by damage. This is called a rechargeable repair.

Repairs Priorities

We have three types of repairs. Your repair will be either an emergency, urgent or a non-urgent repair depending on the situation. Our response times vary for each type.

We will make an appointment with you for urgent and routine repairs you report.

Emergency Repairs

We aim to respond to an emergency repair within 24 hours.

Your repair is an emergency if:

  • there is immediate danger to you or persons in the property
  • there is risk of flooding or risk of major damage to the property
  • it is required to make the property secure
  • you lose the heating in the property (between 31 October – 1 May).

​When you call please provide us with as much information as possible on the repair.

If you have an emergency outside of office hours please call 01604 837999. 

Urgent repairs

Your repair is urgent if:

  • there are full or partial sanitation problems (treatment and disposal of waste)
  • there is no water, electrical supply or heating
  • there is risk of immediate damage to the property
  • there is a possible health, safety or security risk
  • there is a serious inconvenience to the household.

You will need to contact us by telephone to book an appointment to carry out your repair within 7 days.  

Routine Repairs

You can report a routine repair (non-urgent) online and our team will arrange an appointment to come out and visit you.

Click on the sections below for other important information.

What you can expect from us

Our responsibilities

We are responsible for:

  • the outside of your property,
  • the main structure of the building
  • and any fittings and appliances we originally supplied
  • pipes, wiring, heating systems, drainage, power and light fittings
  • and any fittings or facilities in communal areas.

In the garden we are responsible for:

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

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

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.  We also carry out ongoing maintenance work to the outside of properties. The programme is agreed in consultation with tenants and we ensure we do the most important work first.

Our response times

Emergency repairs - We will complete the repair at the time if we can. If we cannot we will make the situation safe and carry out any follow up work as an urgent or routine repair.

Urgent repairs -  We respond to urgent repairs within 7 days. Urgent repairs include work to restore full or partial failure of sanitation, water or electrical supply, prevent immediate damage to the property, overcome serious inconvenience to the household or where there is a possible health, safety or security risk. 

Non-urgent (routine) repairs - We complete these within a maximum of 30 days. Non-urgent repairs could be day-to-day things that are unlikely to cause danger or damage to your home e.g. replacing an internal door.

 

Repairs you are responsible for

Some minor repairs are your reponsibility.

You are expected to do these yourself or arrange and pay to get them done. 

Repairs that are your responsibility include:

  • replacing keys or locks when keys are lost or stolen or when you get you get locked out (including garages and outbuildings)
  • trying to clear blockages in basins, sinks baths or toilets
  • decorating
  • resetting trip switches
  • replacing light bulbs or fluorescent tubes
  • putting up tv aerials and satellite dishes ( only with our permission)
  • maintaining garden paths ( except any that lead from the boundary gate to the front and back doors) 
  • replacing clothes lines and rotary driers (unless for communal use)
  • replacing plugs and chains in baths, sinks and basins
  • replacing handles and latches to doors and kitchen units
  • adjusting doors when new carpets and laminate floorings have been fitted
  • testing and cleaning smoke detectors
  • fitting waste supply pipework and vents for washing machines
  • keeping your gully grids clear of leaves
  • replacing door knockers, bells or security chains
  • replacing toilet seats and flush chains
Rechargeable Repairs

Recharges

If you ask NPH to carry out any repair you are responsible for such as damage to your home, you will be charged for the repair. In most cases, you will be asked for payment over the telephone before we will make an appointment.

Types of repairs that you may be recharged for include:

  • Damage to your home - If you accidentally damage something in your home, you are advised to employ your own private contractor to complete the repair. However, you may carry out the work yourself if you are competent to do so. You should tell us what has happened, and seek permission to do this. You should keep hold of documentation from a contractor to show that the repair has been professionally completed. If on inspection a repair hasn’t been completed to a satisfactory standard, NPH will carry out the work and recharge you for it.
  • Emergency repairs caused by deliberate damage, vandalism, neglect or botched DIY by you, members or your household or visitors to your home
  • Misreporting a repair
  • Lock Changes - If you lose your keys or find yourself locked out of your house, we advise you to employ a locksmith to get you back in and change the lock. If you decide to employ NPH to change your locks, you will need to pay the cost of the work upfront. We will only carry out the work without payment upfront if your keys are stolen and you have a valid crime reference number from the Police.
  • Unauthorised alterations/ DIY - You must have written permission from NPH before starting alterations or improvements to your home (not for decorating). Before you move out, you must check whether you are expected to return the property back to its original condition. 
  • Legal costs incurred for gas servicing or electrical testing access when NPH cannot gain entry to your home. The legal costs of this can be up to £400.

Tips for avoiding recharges

  • Ask a friend or relative to keep a spare set of keys for you.
  • Beware of DIY - botched jobs or alterations we haven’t authorised could be expensive.
  • Don’t pretend your repair is an emergency to get it done quicker.
  • If you’re moving out, make sure you leave the property empty, clean and tidy.
  • Take out home insurance – we have useful information about home contents insurance on our site.