Repairs
Report a repair through our portal - it's never been easier to log your repair with us through our VerseOne system.
We want your home to be safe, secure and well maintained. This page explains how to report a repair, what information we need from you, and what you can expect from us once your repair has been logged. If something goes wrong or you’re not sure what to do, please get in touch and we’ll be happy to help.
Reporting a repair
We offer several options for reporting a repair.
The easiest way to report a repair is online using the Customer Portal, where you can book an appointment at a time and date that suits you. You can also report a repair by contacting our Customer Services Team.
If you need an Emergency Repair, you should call our Customer Services Team on 0800 585 360 who will organise an operative to attend within 24 hours.
If follow-on works are required, the operative will call through to the office and book a further appointment for the works, on a day/time to suit you.
Our offices are open 9am-5pm Monday to Friday, and 10am-5pm on Wednesdays.
Emergency repairs
For an emergency repair you can contact us 24 hours a day, seven days a week on our usual number, 0800 585360. Emergency repairs include:
- Blocked drains (if the blocked drain is outside of your home, please call Wessex Water in the first instance)
- Only toilet in a property not working
- Loss of all electrics
- Uncontrollable leaks
Rechargeable repairs
If we are called out and carry out a repair that is your responsibility, then you will be recharged for the work.
We are also not responsible if a repair is needed because of damage or neglect caused by you, a member of your family, a visitor to your home, or a pet. This includes any accidental damage and any alterations you have made.
You will also have to pay a charge for any lost keys or if we must gain entry or secure your property.
Who is responsible for repairs?
Looking after your home is a shared responsibility. As part of your tenancy agreement, there are some repairs and maintenance jobs that Homes in Somerset is responsible for, and others that you will need to arrange yourself.
We are responsible for keeping the structure and outside of your property in good repair, along with installations that supply water, electricity, gas and drainage. It’s your responsibility to look after internal decorations and to get any meters for gas, electric and water fitted and then these remain the responsibility of your supplier, for example EDF or British Gas.
We have created a table listing some common repairs and outlined who is responsible.
| Type of repair | Who is responsible? |
|---|---|
| Sanitaryware replacement (bath, basin, toilet) | Homes in Somerset |
| Blocked bath, basin, sink, shower or toilet (if you are unable to clear the blockage, we will attend and fix it, but if it is found to be caused by avoidable actions, there could be a recharge) | You (in the first instance) |
| Maintenance or leaks on water supply and water pipes | Homes in Somerset |
| Broken toilet seat, shower curtain, hose or head replacement, plug and/or chain replacement | You |
| Unblocking of external waster pipes (via Wessex Water) | You |
| Plumbing/fitting of your own appliances (must be undertaken to Gas Safe or NICEIC Regulations and certification provided to us) | You |
| Fireplaces and central heating systems | Homes in Somerset |
| Fires, cookers and appliances fitted by you | You |
| Electrical wiring, including sockets, switches and lights to kitchen and bathrooms | Homes in Somerset |
| Handles and latches on inside doors and cupboards | You |
| Painting and decorating, including wallpapering, woodwork and coving | You |
| Fencing between gardens (excluding timber fencing) | Homes in Somerset |
| Roof (including guttering and downpipes) | Homes in Somerset |
If you need advice, or if you discover a fault, you can log a repair through your customer portal or call us on 0800 585 360.
Making improvements yourself
If you’d like to make any structural home improvements, such as installing a dropped kerb, changing internal fixtures or fittings, or laying a new patio, please contact us to request permission before starting any work.
Criminal damage
If damage is caused by criminal action, you must report this to the police and obtain a crime reference number. This will ensure that any resulting repairs can then be completed without a recharge to you.
Report a repair
The easiest way to report a repair is online using the Customer Portal. Here you can book an appointment at a time and date that suits you.
Mould, condensation, and damp
To find out more about mould, condensation and damp, and what to do if you think you may have it in your home, please visit our dedicated information page.
Avoid no win, no fee firms
Please report any repairs directly to us so we can resolve issues as quickly and effectively as possible. We strongly advise against using no win, no fee claims firms, as they can add unnecessary costs, delay repairs and make it harder for us to put things right promptly.
If you’re ever unhappy with the service you’ve received, please get in touch so we can resolve your concerns quickly, or support you through our complaints process.