Repairs
Reporting a repair
If you’ve found that something needs fixing in your home and it’s our responsibility, here's how you can let us know about it.
Helping you to do it yourself with MyHome
The easiest way to report a repair is via MyHome. Once logged in you can manage everything to do with your account with us, including reporting a repair.
MyHome is our secure online service where you can report a repair, check your account, make payments and get information on our services. It was designed and developed with you, our customers, so it’s the easiest and quickest way to handle your everyday needs, on your phone, tablet or computer.
If the repair you need can't be reported in MyHome, you can also contact us by phone or email:
customers@stonewater.org
Telephone: 01202 319 119
If you have an emergency and it’s outside of our normal opening hours, your call will be picked up by our out of hours team who will be able to help.
How we schedule repairs
We aim to carry out repairs as quickly as possible, but we prioritise the most serious jobs to keep our customers safe.
Repairs are prioritised depending on:
- The seriousness of the problem
- The impact it will have on you
- The potential damage to the property.
There are two types of repairs, High Priority or By Appointment:
High priority repairs
These are repairs that pose an immediate danger or could cause serious damage.
If you’ve been left without heating, hot water, electricity, there's a major water leak or your warden alarm system has failed, we aim to have a temporary or permanent repair for you within 24 hours.
For repairs that are needed to make your home safe and secure, such as a broken front door, we'll get someone out to you as we can.
If your heating breaks down between 1 November and 31st March and we can't fix it right away, we may give you some temporary heaters to keep you warm while we organise your repair.
Stonewater will contribute to the cost of heaters at the rate of £7.50 for up to two heaters per day plus an additional £2.50 per additional heater per day.
By Appointment Repairs
These are repairs that do not pose any immediate risk to your health and safety, and we aim to complete these within 28 days of you reporting them to us.
Customers who receive support at home, such as in a supported living scheme, have live-in carers or in retirement living accommodation, will be given priority appointment times so that repairs are carried out as soon as possible.