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Report a repair

Keeping your home in good condition is important to us. If you experience any repair issues, including those in communal areas, you have several options to report them. You can call on 0300 131 7300 or email RepairsAndMaintenance@isha.co.uk.

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Report by email

If you have an emergency while we are closed, you can call our out-of-hours service on 0300 131 7300. They are available 24/7.

What is an emergency?

Emergencies can include flooding or serious water ingress, structural damage to the property, a gas leak, domestic abuse or severe anti-social behaviour that makes you feel unsafe in your home or that your life is in danger.

Heating is only considered an emergency between 1 October and 31 March or if you're a vulnerable resident.

Not having hot water is only treated as an emergency if you or members of your family are considered vulnerable, disabled or you have an illness which could be made worse by not having hot water.

If it’s not an emergency, please email RepairsAndMaintenance@isha.co.uk or call us during our opening hours.

Awaab’s Law is legislation to make sure social landlords fix serious problems quickly. It is named after Awaab Ishak, a two-year-old who died from a lung condition attributed to mould in his home. As your landlord we must meet our responsibilities within certain timeframes to make sure your home is safe to live in.

We take our responsibilities to you seriously, and you can find lots of information on this webpage and others about how you can report problems, how we respond when you do and what you can expect from us, and how you can raise a complaint if you believe our service has not been up to standard.

The Government has extensive guidance for tenants on its website.

You can also find more guidance on the Make things rights website, where there are video guides and translations available. (Don’t forget there is a translation tool available on the ISHA website  - click on the drop down language icon on the menu bar on top of the page). 

Tenant Satisfaction Measures (TSMs) tell you how we are performing as a landlord. There are 22 measures that all social landlords, like ISHA, are measured against. You can find out more about the TSMs and satisfaction with repairs (TP03, TP04, RP02 (1) and RP02 (2)) on the 'our performance' page. 

Repairs news

Two of our contractors from FDH.
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Quick and easy home maintenance how-tos

We’ve made some video guides to some of the basics in your home. All quick and easy to do yourself.
A cat lying on top of a radiator.
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Check your boiler and radiators

By taking a few minutes to perform simple radiator and boiler checks, you can often avoid serious problems.

If you find any issues, contact us, and we can arrange to fix them.
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Always ask for ISHA ID

If someone comes to your door claiming to be from ISHA, please ask them to show you their ID. We always send out a message before we visit, so if you aren't expecting someone, don't let them in. If you're unsure if the person works for ISHA, call 0300 131 7300. 
A selection of ISHA leaflets.

Leaflets about repairs and responsibilities for tenants

Download our tenants leaflets for more information on repairs and responsibilities.

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If you think you have a leak

Water leaks can result in major damage, sometimes leading to you having to evacuate your home, when an early simple fix could easily have prevented it happening. Find out how to spot the signs of a water leak and what to do if you think you have a leak.

When you first report a repair, you’ll receive an order number, which is helpful to have when seeking updates.

Contractor carries out repairs to a boiler.

Repairs service standards

When you report a repair to ISHA, our Service Standards outline what you can expect from us, from initial contact to job completion.

Our commitments include:

  • Reviewing repair history and relevant information.
  • Collecting sufficient details to aim for a first-visit repair completion.
  • Raising the repair order and booking the appointment during your call.
  • Providing the job number, appointment time, and work description.
  • Sending a confirmation, with communal repair details posted on noticeboards.
  • Offering an information card if additional work is needed.
  • Returning repair query calls within 24 hours if immediate information isn't available.
  • Responding to email requests within 2 working days.

Information about cyclical decorations and repairs

We undertake a programme of internal and external cyclical decorations and repairs to your homes.

This work is done regularly, generally between five and seven years. We assess the condition of a property and only carry out works where needed.

DIY basic repairs and maintenance

Check out our collection of useful guides and tutorial videos to help you with basic repairs and maintenance.

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Understanding error codes on your boiler external icon.

Understanding your thermostat programmer external icon.

How to test your carbon monoxide detector external icon.

How to bleed your radiator external icon.

Top tips to prevent damp, mould and condensation external icon.

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Gas servicing and heating repairs

For issues with your gas central heating system or hot water supply, or to reschedule your annual service appointment, contact our gas contractor, FDH Services

During October to March, temporary electric heating will be provided, and the contractor will cover the additional electricity costs.

Heating by Switch2

For properties with communal heating serviced by Switch2, use the Switch2 Portal for tips and advice.

Annual gas servicing

ISHA is legally required to service your gas appliances annually to ensure safety and efficiency. Keeping your boiler maintained can help reduce fuel bills. You'll receive a letter confirming your gas safety inspection appointment; contact us if the timing is inconvenient.