Report a repair

It’s easy to report a repair to us. You can do this a number of ways, including:

  • Online through The Hub

  • Call 0344 736 0063 Monday to Friday from 8am to 5pm

  • Email info@redwing.co.uk

  • Send us a private message on Facebook or Twitter (please do not share any personal information publicly over social media).

The response time for repairs is dependent upon the level urgency, and you will be advised of this when you contact us. 

Repair timeframes

Repair times and what to expect

How quickly we carry out a repair depends on a few things: 

  • What the fault is 
  • The level of inconvenience it is causing you and others in your home
  • Your general health and safety
  • The risk of further damage to the property being caused
  • Your specific needs, including disabilities or other vulnerabilities - we recognise may require a customised support service from our team 

Emergency repair times

We will come to a repair which requires an emergency response in 4 hours. Sometimes, we may only be able to make the area safe at first. If more work is needed, we’ll book another visit to finish the job. We will arrange the new visit with you within 3 working days. 

If you need to report an emergency repair, it’s important that you call us on 0344 736 0066.  

Our phone lines are open 24 hours a day, seven days a week for emergency repairs.  

Routine repair times (non-emergency)

A routine repair is something that needs fixing in your home, but it isn’t classed as an emergency.  This means the problem isn’t dangerous and it can wait without causing major inconvenience. 

We’ll book a time to come and fix it that works for you.  

It can take up to 30 working days to carry out and finish routine repairs. However, if we find that bigger work is needed, it may take up to 60 more working days to complete, and this will be categorised as a new job under 'Major works'.

Major works

A job will be classed as 'Major works' when the repair requires extensive further work or replacement of major elements such as doors or windows. This usually means we’ll need to arrange another appointment at a time that works for you.  

We’ll likely need to order materials, tools or equipment for these jobs before we can carry out the work. Our target for time for major works is 90 working days.  

Missed appointments

If you miss your repairs appointment, it may be cancelled, and you will have three working days to contact us to raise the job again.  

If you have reported damp to your home, we will leave a calling card, and ask you to contact us (this link will open in a new window) to arrange a new appointment. We will arrange this new appointment within five working days, and we will confirm the appointment in writing.  

If you’ve reported damp in your home and you’re not in when we visit, we’ll leave a card and ask you to get in touch to arrange a new appointment as soon as you can.

Pre-inspections

Sometimes, before we can book a repair appointment, we’ll need to carry out a pre-inspection. This helps us make sure we fully understand the problem and arrange the right repair for you.

Why a pre-inspection might be needed
We may need to visit your home first if:

  • There are several repairs needed at the same property
  • The repair is large or high-value (inside or outside your home)
  • We can’t be certain what the issue is when it’s first reported

Who will visit
A pre-inspection will usually be carried out by one of our supervisors, surveyors, or a trusted contractor representative.

What happens next
After the inspection, we’ll let you know within 10 working days:

  • Whether the repair can go ahead in line with our policy
  • Or, we’ll arrange an appointment with you to complete the work

Repair responsibilities

Not all repair responsibilities are the same for our customers.

If you rent your home, Redwing are usually responsible for the majority of repairs in your home.

If you are a leaseholder or a shared owner, Redwing will usually be responsible for all communal repairs. This includes inside and outside your scheme. If the area is shared and you pay a contribution towards the maintenance in your service charge, we will organise communal repairs.

When you report a repair that is our responsibility, we’ll let you know who will carry out the repair and when it is expected to be completed.

Please check your lease and tenancy for full details. Unsure where to find this? Speak to your property manager on info@redwing.co.uk or 0344 703 0063.

Communal decorating, maintenance, and improvements

We will decorate, maintain and improve the communal areas of your scheme on a cyclical basis (less than once per year) as specified in your lease or tenancy. There is normally a cyclical fund contribution in your service charge to pay for these works. We will consult with you on any work that you are expected to pay more than £250 towards the cost of.