Report a repair

How to report a repair

It’s important that you look after your home and let us know as soon as possible if anything goes wrong.

You can report a repair 24/7 on MyAdvance or you can contact the Customer Services Team on: 0333 012 4307 Monday to Friday (from 8.30am to 4.30pm).

You can request a call-back during office opening hours and we will call you back at no cost to yourself. The team will take the details of your repair and arrange an appointment at a mutually convenient time; making it easier for you to plan your time.

 

Repair Priorities

Our staff will take details of the nature of the problem and check that we have an up-to-date number on which to contact you. Please make our Customer Service Advisors aware of any times you are not available so we can inform the operative carrying out your repair.

Our contractor’s may call without an appointment if they are in the area but will only carry out the repair if it is convenient for you.

Depending on the repair, it will be completed within the following timescales:

  • Emergency Repairs within 24hrs
  • Out-of-hours repairs contact made within 2 hours
  • Urgent Repairs within 5 working days
  • Routine Repairs within 28 calendar days

Advance will complete repairs in the times set out above and where possible, we will try to complete the repair even sooner.

Emergency Repairs

If the repair is an emergency we will try to get an operative to you as soon as possible. Emergency repairs are those that threaten your health, safety and welfare and may include:

  • Gas leaks - Report immediately to the National Gas emergency helpline on 0800 111 999.
  • Bare electrical wiring
  • Overflowing sewage
  • Broken external doors leaving a property unsecured
  • Burst pipes, severe leaks
  • No heating in severe weather
  • No hot water

You can email customer services to check the progress of a repair. Your repair request will be dealt with by one of our Customer Service Advisors.