We're making phone calls to some customers to understand their support needs better. Calls will come from 0300 304 5000.
Our officers may also ask you some questions about support needs when you contact our call centre.

Repairs

We know it can be stressful if something breaks or needs replacing. 

If you need something fixing in your home which isn't down to you, please contact our repairs people, Axis. They're the contractors for all our properties, so this includes anything in your shared areas, like lighting in hallways or broken doors. 

You can do this in a number of ways, but our 24/7 service for ALL repairs, except emergencies, is our ChatBot service. This is available in Your Online Account. Using this service, you’ll be able to book appointment times that suit you and check existing appointments without having to wait on the phone. Just sign in, tap on Your Repairs and the ChatBot will appear in the bottom right of your screen. 

Of course, if you prefer to speak with one of the Axis advisors on the phone, or you have an emergency, please call Axis direct on 0808 169 1969. 

Axis now offers a call-back service Monday to Friday between 8am and 3pm. The call-back service saves your space in the call queue so you’ll still get to speak with the Axis team at the same time as your call would have been answered, but in the meantime, you can get on with your day-to-day life. You are automatically offered this service if your call hasn’t been answered within 4 minutes but if you don't want to wait, then simply dial 55, leave your contact number and we will call you back as soon as one of our team becomes available.

We welcome any feedback on this service at feedback@estuary.co.uk

For general repairs, they're open Monday to Friday, 8am until 5pm. If you have an emergency, you can call anytime. An emergency repair will be attended within 24 hrs. Just to let you know, if you use the emergency service and it's found out it's not, you could be charged. 

 

What Counts As An Emergency?

Woman on phone while water is leaking from under sink

Sometimes it's difficult to know exactly what's classed as an emergency. 

To clear up any confusion, we've put together this handy list:

  1. Total loss of electricity 
  2. Dangerous electrical installation
  3. Total loss of water
  4. Water leaks that are uncontainable 
  5. Defective smoke detectors/fire alarms
  6. Blocked or uncontainable leaking toilet where there is only one in your home 
  7. Blocked drains and sewers if backing up in property or overflowing
  8. Loss of heating in winter months (October to March)
  9. Uncontainable roof leak
  10. Insecure property (front or back door), or ground floor window that can not be locked 
  11. Loose roof tile, gutter or drain pipe where dangerous
  12. Loose bricks or masonry where dangerous.

Anything else will be classed as a general repair and can be booked in with our routine repairs service with a lead time of 20 days (unless you choose to wait longer due to availability). 

Missed Appointments

Occasionally, something happens out of everyone's control and an appointment gets missed. Take a look at our missed appointments page to see what to do and if you're entitled to any compensation. 

Responsibility For Repairs

In summary:

  • Most internal and external repairs to the building and the communal areas such as lobbies and lifts are Estuary’s responsibility.
  • Tenants are responsible for the outside of your home and repairs to your garden.
  • Leaseholders are responsible for all repairs within the property boundary (the lease will provide more detailed information)

Property repair responsibilities for general needs and market rent tenants are detailed below:

Windows

Image Showing a Table with Landlord and Tenant Responsibilities

Doors

Table Showing Landlord and Tenant Responsibilities for Doors

Floors

Table Showing Landlord and Tenant Responsibility for Floors

Ceilings

Table Showing Landlord and Tenant Responsibilities for Ceilings

Fireplaces

Table Showing Landlord and Tenant Responsibilities for Fireplaces

Staircases

Table Showing Landlord and Tenant Responsibilities for Staircases

Bathrooms

Table Showing Landlord and Tenant Responsibilities for Bathrooms

Kitchens

Table Showing Landlord and Tenant Responsibilities for Kitchens

Hallways and Walls

Table Showing Landlord and Tenant Responsibilities for Hallways

Plumbing

Table Showing Landlord and Tenant Responsibilities for Plumbing

Alarms

Table Showing Landlord and Tenant Responsibilities for Alarms

Internal Decoration

Table showing landlord and tenant responsibilities for internal decoration

Home Security

Table showing landlord and tenant responsibilities for home security

Home Energy Efficiency

Table Showing Tenant and Landlord Responsibilities for home energy efficiency

Gardens

Table Showing landlord and tenant responsibilities for gardens

Our Repairs Policy

If you'd like to find out more about how we manage repairs, our full repairs policy is available to download —  + Repairs Policy [pdf] 355KB. This details how we provide our repairs and maintenance service to customers that meet legal, statutory and regulatory requirements.  

 

Please, Treat Us as You Would Like to be Treated

Our team work hard and respond politely to you. On the most part, everyone we speak with is polite to us, too. 

However, that's not always the case. Sometimes, we have to have conversations with you which can be upsetting or frustrating. We understand you might be stressed, but swearing or aggressive behaviour is not acceptable. 

Abuse of any kind will be taken seriously and we will end conversations, this could be by finishing phone calls, leaving the room or asking you to leave. We'll then send you a written warning about your behaviour and how this fits in with your tenancy agreement. Depending on what happened, it could affect the services we give you.

Please, be kind.