Please ensure you report repairs to us, that we are responsible for, as soon as reasonably possible.

You can report a repair online using the MyRBH portal. You can also e-mail rbh.repairs@rbh.org.uk or call us on Freephone 0800 027 7769. Emergency repairs can by reported 24/7 on 0800 027 7769.

The information below will tell you which repairs are the responsibility of RBH.

  • What repairs are RBH responsible for?

    We are responsible for maintaining and repairing the structure and exterior of your property. This includes:

    • Chimneys, roofs, and gutters
    • External pipes and drains
    • Ceilings
    • Windows
    • Walls and skirting boards
    • Doors
    • Floors (but not floor coverings)
    • Foundations
    • Steps and other means of access

    We will also keep all fixtures and fittings supplied by us for sanitation and for the supply of water, gas, electricity in repair and proper working order. This includes boilers and central heating systems. We are not responsible for other fixtures and fittings and appliances if you have installed these yourself (such as washing machines and cookers), although we may inspect such items periodically to ensure they meet health and safety requirements. 

    Subject to you paying any service charge, we will maintain and repair any shared and communal areas we own, such as entrances, halls, stairways and lifts.

    Where a repair is our responsibility, we will need your name, address, telephone number and email address so you can log it with us. We will then advise you as to whether the repair is an emergency or a non-urgent one. Click here to report a repair.

  • What is an emergency repair?

    An emergency repair is one that presents a risk or danger to your home or people including:

    • Gas leaks
    • Burst pipes
    • Security issues such a broken entrance door
    • Broken locks
    • Blocked drains
    • Power failures

    All emergency repairs are responded to within 24 hours of them being reported.

    You can report an emergency repair 24/7 via our emergency repairs line - please contact Freephone 0800 027 7769.

  • What is a non-urgent repair?

    A non-urgent repair is a minor problem that can be left for a short period of time including:

    • Replacement light bulbs
    • Problems with a communal TV aerial system
    • Door entry system issues
    • Damaged fence panels
    • Leaking gutters 

    For non-urgent repairs, we will arrange a time that is suitable for you for us to come and fix it. If it is a repair to a communal area, we will normally not need to bother you.

  • Which repairs are your responsibility?

    We are not responsible for all repairs. For example, we are not responsible where:

    • A repair is necessary because you did not report any damage to us either promptly, or at all
    • Where damage was caused by you, or anyone living with you or visiting you
    • Where damage was caused through neglect, deliberate or careless acts

    You are also responsible for repairing, renewing or replacing items such as:

    • Cracked or broken windows, unless this was caused by a structural fault, or was an act of vandalism or criminal damage that has been reported to the police and a crime number obtained
    • Window locks
    • Plugs and chains in sinks and baths
    • Door chains, door locks, door numbers and letter boxes
    • Lost or broken keys
    • Clearing blocked drains, toilets or waste pipes if the blockage is caused by the deposit of unsuitable waste, or carelessness
    • Non-communal TV aerials
    • Repairing and maintaining your own equipment, such as cookers and washing machines
  • What are chargeable repairs?

    We may agree to undertake certain repairs which we are not responsible for, if you agree to pay for us undertaking the repair. You may hear this called a "chargeable repair".

    Examples include repairing damage you or others have caused where this creates a potential health and safety risk for you, repairing or replacing broken windows, and clearing blocked drains.