As your landlord we are responsible for the maintenance of your home, and we aim to fix problems as quickly as possible.

Emergency repair: call 01892 501480 and press option 1.

General repairs including problems with damp and mould:

The best way to report your repair is through the MyHomeOnline customer site, where you can:

  • book repairs appointment
  • access our diagnostic tool which helps identify the issue
  • check your repair history
  • find out about planned works such as gas safety checks and bathroom / kitchen replacements.

You can also report a repair by calling 01892 501480 (option 1) or via email You can also use our webchat which is found on the bottom right of this website.


Hot water and heating

For hot water and heating problems contact Swale Heating: 0800 011 3139

For oil and solid fuel heating call Headcorn Heating: 01622 891299

What to expect when you book a repairs appointment

Repairs appointments are available Monday to Friday from 7.30am 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 standard to learn 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.

You can also find out when major works are expected to your home through the MyHomeOnline customer site.

Repair responsibilities

As your landlord we are responsible for the maintenance of your home, but there are some things that you are responsible for. Below are some examples of repairs we’re responsible for and some you’re responsible for.

If you have a repair that’s not on the list or you’re unsure please give us a call and we will be happy to discuss it with you. You can also use the diagnostic repairs tool on MyHomeOnline.

Examples of repairs and ground maintenance of your home that we are responsible for:

  • keeping the exterior (including the roof, walls, doors, windows, paths) and interior (including ceilings, doors, floors) of the building in good repair
  • making sure supplies for gas, water and electricity are in good working order
  • maintaining kitchen and bathroom equipment and drainage
  • maintaining shared areas like entrances and stairways.

Examples of repairs and general maintenance of your home that you are responsible for:

  • keeping your home in a good condition
  • replacing keys, for example, if they are lost or broken
  • replacing light bulbs and fuses
  • repair / maintaining your own fixtures, fittings and belongings
  • door letter plates, except if fitted as part of a uPVC door
  • minor cracks in plaster
  • internal decoration including any floor coverings you’ve laid
  • replacing minor items like plugs for baths and sinks, toilet seats and pull chains
  • clothes lines and posts except in communal areas