Repairs
As your landlord we are responsible for the maintenance of your home, and we aim to fix problems as quickly as possible.
If you're a Leaseholder or Shared Owner, please go to the Love Living Homes website.
General repairs including problems with damp and mould:
We have different repairs teams depending on where you live. If you haven’t entered your postcode to get to this page, please use our postcode checker to make sure you're in the right place.
The best way to report your repair is through the My Rosebery customer site, where you can:
- Log new repairs
- access our diagnostic tool which helps identify the issue
- check your repair history
You can also report a repair by calling 0333 700 1025.
Hot water and heating
We have different heating and hot water contractors, depending on the type of system in your home. Please visit the Heating and hot water section on our Contact Us page to find out who to get in touch with.
What to expect when you book a repairs appointment
Repairs appointments are available Monday to Friday from 8am to 5pm.
Once your appointment is booked, you can opt in to receive our text messaging service that will send you a text message to:
- confirm your appointment shortly after you’ve booked it
- remind you 24 hours before your appointment
- let you know on the day of the appointment when TCH Repairs are on their way to the appointment.
Once your repair has been completed you may receive a call from our marketing research company Kwest Research asking for feedback. The responses are monitored and if you’re unhappy with your repair, we will be in contact to discuss why.
Read our repairs service policy to find out what you can expect from our repairs service.
What type of repair do I have?
Emergency repairs
Emergency repairs are where health and safety or the security of your home could be at risk if not dealt with quickly. We aim to attend and make things safe within four hours.
Routine repairs
These are repairs which do not cause serious inconvenience or risk to you or your home. We aim to complete routine repairs within 20 working days.
Major works repairs
Major works repairs are defined as large time-intensive pieces of work, that are likely to take time to complete.
Major works repairs fall outside the timeframe of a routine repair. They are usually complex repairs that require either a specialist contractor and/or a technical lead to diagnose and then manage the works till they're complete.
Planned maintenance programme
Our planned maintenance programme is work that is carried out on a regular basis. It includes major replacements such as kitchens, bathrooms, windows etc.
You can learn more about our planned maintenance programme here.