Report a repair
It’s important that you look after your home and let us know as soon as possible if anything goes wrong.
The best way to report a new repair, or follow up on a repair that has already been logged is to complete our online repairs forms.
You can also report a repair 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
Repairs 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
For emergency repairs out-of-hours contact us on 0333 012 4307 or email: Please email: emergencyrepairs@orbisprotect.com