Book a Repair
We are making it even easier for our customers to manage routine home repairs. From Tuesday 9 September, our new Book a Repair service will allow you to book a repair appointment online, choosing a time that suits you.
The Book a Repair service will be available through the Your Platform customer portal, giving you more choice, flexibility, and convenience when reporting repairs. Once live, eligible customers will be able to log in, describe the repair needed, and pick an appointment slot that works best for them.
This service is launching as a pilot, which means it won’t be available to all customers straight away. The pilot will be available to existing customers with a Your Platform account and an eligible tenancy. If that’s you, the new options will appear automatically on your portal when it is launched.
We’re starting with a smaller group so we can get it right, listen to feedback, and improve the service before offering it more widely.
Repairs Service FAQs
You can book a wide range of routine home repairs quickly and easily through our online repair booking system. In fact, there are over 50 different types of repair jobs you can request online!
These include repairs in all rooms of your home such as:
- Simple carpentry, electrical and plumbing repairs e.g lights, sockets, tap, toilet, bath, showers, windows and doors.
Not at this time.
As we’re currently in the pilot stage, emergency repairs cannot be booked through the online portal.
If you need to report an emergency repair, please call us directly on 0333 200 7304. We're available 24/7 to assist with urgent issues that can’t wait.
Yes, you can!
If you've booked your repair through our new online repair reporting system, you can:
- Reschedule your appointment
- Or request to cancel it
…as long as it's at least 24 hours before the scheduled time.
Just log into the portal, go to your repair history table, and follow the steps to make your request. If you’re within 24 hours of your appointment, please contact us directly so we can assist you.
Not just yet.
As we’re currently in the pilot stage, online repair booking is only available to:
- Customers who rent a home from us
- And who already have an account on Your Platform
Some customers are excluded from the pilot for now. This includes:
- Leaseholders, Shared Owners, Market Rent, and Commercial leaseholders
- Supported living arrangements of any kind
- Specific properties such as: Heyford Park, Greenland’s, De Montfort House, Elizabeth House (Leicester), Jarrom Court, and Pelham Way
These tenancy types and locations may have different repair responsibilities, which is why they aren’t currently part of the pilot.
We’ll keep reviewing who’s included as the service develops.
Yes – you’ll be able to see much more detail now!
We’ve improved the repairs history table on our self-service portal so you can view:
- All repairs you’ve reported – even if they were booked through other methods (not just online)
- Key details like appointment dates, and reference numbers if you need to follow something up with us.
This enhanced view will be rolled out to all customers, not just those involved in the pilot, so you’ll always have a clearer picture of your repair history.
Not at the moment.
As this is a pilot phase, the online repair booking system is currently limited to routine repairs inside your home only.
We’re starting with individual property repairs to make sure the process works smoothly before looking at communal areas in the future.
Repairs History Table
We have also made improvements to the repair service for all our customers, whether you are included in the pilot or not. From early August, you will be able to access a new Repairs History table via the Repairs and Maintenance tab. This will make it easier to see what you’ve reported in the past and view key details about your appointments.
We encourage all customers to log in to Your Platform from 9 September to see if you are eligible to use the new Book a Repair service. Even if you’re not included just yet, you’ll be able to see how the new service works and the improvements that have been made. Rest assured, we are committed to expanding this Book a Repair service over time.
You can still report repairs if you’re not included in this pilot by using our existing Repair Reporting Form or by calling us on 0333 200 7304. For emergency repairs, please continue to call so we can respond as quickly as possible.
