Report a Repair

If something in your home needs repairing and it is our responsibility, you can report this to us online using the 'Repairs Reporting form' below.

Before reporting a repair, we recommend that you read our Repairs & Maintenance Policy[pdf] 481KB , which explains:

  • What repairs we are responsible for and what tenants are responsible for
  • Repair priorities (emergency, urgent and routine)
  • Our target response times and service standards
  • When repairs may be chargeable

How to report a repair

Emergency repairs

An emergency repair is something that needs to be made safe immediately or poses a danger to life, health or safety.

Emergency repairs must be reported by phone.

Call us on 0800 833 160 - our lines are open 24 hours a day, 7 days a week for emergency repairs.

Please note: if a repair is reported as an emergency and is later found not to meet the emergency criteria set out in our policy, you may be charged.

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Non-emergency repairs

If the repair is not an emergency and you are able to use the internet, please report it using the online repair reporting form.

When completing the form, please provide as much detail as possible. This helps us arrange the most appropriate response first time. If you know which trade is needed, you can include this, but do not worry if you are unsure.

Please only use the online form to report new, non-emergency repairs. Separate contact routes are available for tenancy or caretaking issues.

Report a repair online

Alternatively, you can report a repair by calling 0800 833 160.

Accessibility support

If you are hard of hearing or have difficulties in communicating verbally, you can use the free service provided by Relay UK, who will help you contact us by phone. Find out more on their website: Relay UK - homepage | Relay UK

If you report the repair as an emergency and it's found out it's not, you could be charged.

When completing the form, please provide as much detail as possible in order for us to arrange the best response. If possible state which tradesperson is needed, but if you are unsure you can leave this out. Do not use this form to report anything other than new non-emergency repairs. Separate contact forms are available for you to report tenancy or caretaking issues.

If you are chasing an outstanding repair then please email us at sehcustomerservices@seh.southend.gov.uk or call us on 0800 833 160.

Handy Guide to Looking After Your Home

Our repairs contractor, Axis, have developed a guide to help you look after your home and learn to safely carry out basic repairs yourself.

Printable version: Handy Guide - Axis and South Essex Homes (printable version) [pdf] 5MB

Accessible version: Handy Guide - Axis and South Essex Homes (accessible version) [pdf] 5MB

What is an emergency repair?

Sometimes it's difficult to know exactly what's classed as an emergency. To clear up any confusion, we've put together this handy list:

  • Damp and mould that is classed as an 'emergency hazard'
  • Total loss of electricity 
  • Dangerous electrical installation
  • Total loss of water
  • Water leaks that are uncontainable 
  • Defective smoke detectors/fire alarms
  • Blocked or uncontainable leaking toilet where there is only one in your home 
  • Blocked drains and sewers if backing up in property or overflowing
  • Loss of heating in winter months (October to March)
  • Uncontainable roof leak
  • Insecure property (front or back door), or ground floor window that cannot be locked 
  • Loose roof tile, gutter or drainpipe where dangerous
  • Loose bricks or masonry where dangerous.

Anything else will be classed as a routine repair*

*Damp and mould that is not classed as an emergency hazard is subject to a different service standard than other types of repair, in line with legislation - please see Our Damp and Mould Service Standards | South Essex Homes for further information.

What are we responsible for?

As your landlord, we have a legal duty to carry out certain repairs and modifications when needed. As legislation changes, the responsibility for specific repairs may also change. This means that there may be times when we have carried out certain repairs in the past but because of changes in the law, a specific repair may become your responsibility, or vice versa.

Examples of repairs South Essex Homes are responsible for:

  • Structure and exterior of your home for example roof, chimney and external flues, walls, windows sills.
  • External decoration.
  • Hard wired smoke alarms. If your smoke detector is wired into the main electrical system, and has a battery back up, we still recommend you test it regularly to ensure it's working.
  • Interior walls (not including decoration), skirting boards, letter boxes, ceilings.
  • Installations for supply of water, gas, electricity and sanitation such as basins and waste pipes.
  • Heating where fitted by us.
  • Fences which form a boundary between your property and an area used by the general public.
  • Communal areas.

Certain repairs we carry out can be charged back to the resident.  This includes things such as window breakage, sink breakage, intentional damage, forced entry (external doors) etc. 

 Examples of repairs you are responsible for:

  • Interior decorating.
  • Changing fuses and light bulbs.
  • If you have a battery smoke detector in your property, please test it regularly, and change the battery when needed.
  • Replacing door keys and locks where you lose the key.
  • To replace a fob for a communal door which has been lost, broken, etc. To replace a communal door fob, please contact us, noting replacements are chargeable.
  • Plugs, chains, shower heads & hoses (shower heads and hoses should be replaced with the same make otherwise this can affect the shower's performance. You could incur a recharge if the shower then has to be replaced).
  • Blocked sink, bath, toilet. Initially for resident to try to unblock with a plunger etc. If unsuccessful to report to the repairs line. If a foreign object is found it may be rechargeable.
  • Other bathroom fittings, including replacement of toilet seats.
  • Floor coverings with exception of kitchen & bathroom (unless fitted by you).
  • Washing lines.
  • Bleeding the radiators.
  • Maintaining private gardens including all vegetation and trees within your garden, dustbins and refuse areas.
  • Fences that divide your home and neighbouring properties - you will have received details of your fence responsibilities when your tenancy commenced, but you can contact your Tenancy Services Officer if you require clarification.
  • Gaining entry to the property due to lost keys, broken windows and any other damage not from general wear and tear.
  • Fittings and appliances supplied by yourself, such as plumbing in washing machines.
  • Anything you have installed/fitted within the property yourself.
  • Pest control within your own house or flat. This includes mice and bed bugs. We will fill holes if necessary following removal. Please notify us if there is a pest problem within a communal area.
  • If you require a key safe to be fitted, please check with us and confirm the reason why. In some cases this will be carried out, but please bear in mind it may be chargeable.

Who will visit you?

Our general repairs contractor is Axis, a family-owned and run Repairs and Maintenance Contractor. They have been taking care of homes for over 40 years.
Axis' tradespeople are trained, experienced and qualified to ensure you receive a good service. Their Core Values ensure they never forget that they are working in your home: they prioritise treating you with respect, listening to your questions and cleaning up after themselves as well as keeping you informed about their work.
Axis operatives wear ID badges and high-viz yellow jackets so you can identify them immediately.
They work alongside Tpas, the tenant management organisation, dedicated to improving tenant engagement standards, and they are looking forward to meeting you and taking care of your home. Please don’t hesitate to say hi if you see them about!