To report an emergency repair, please call us on 0808 164 0111
Whenever you report a repair please make sure that you give us as much information as you can about the repair that needs doing.
When undertaking repairs, we will ensure we follow social distancing guidelines. Our repairs staff will ask all members of your household and any pets to wait in a different room while they undertake the repair so that they can protect you and themselves. Please make sure you clean the affected surface ahead of our team visiting your home
For the latest information about service changes, please visit our dedicated Coronavirus page.
Frequently asked questions about repairs
We've pulled together some of the most asked questions about repairs. Take a look below:
There are some basic repairs for which you are responsible and we expect you to do as part of the maintenance and upkeep of your home. Before reporting your repair take a minute to check whether the repair is your responsibility or ours.
We’ll ask you to pay for repairs that are not due to fair wear and tear, and usually relate to damage. These are classed as ‘rechargeable repairs’, applicable throughout your occupancy up the point that your tenancy ends. This is usually if you, your friends or family have caused accidental or deliberate damage to your home, or any communal areas arising from neglect of misuse.
We will repair the damage, but seek to recover the cost from you.
Examples of repairs that are rechargeable include, but are not limited to:
Broken toilet pan, bath or wash hand basin
Blocked toilet if caused due to negligence
Blocked drains if caused due to negligence
Damage to internal fixtures and fittings if due to negligence
Replacement of fixtures and fittings that you have removed or altered
Replacement of lost keys to radiator valves, window locks and doors
Making safe/re-glazing windows that have been broken where no crime number has been provided
Clearing furniture and general refuse left behind when a property becomes void
Clearing and reinstating garden area when a property becomes void.
If you fix the damage yourself, but it’s not up to our standard we may also charge you for the costs of us putting it right.
We have own team of multi-skilled trade staff – you’ll often see them out and about in their vans. We rarely employ other companies to do our repair work for us, so you can relax in the knowledge that your repair will be done to a professional standard.
When we do employ another company, it will only happen at times of excessive workload or if we need specialist skills which sit outside of our workforce. All of our sub-contractors are carefully vetted to meet our service standards.
As a rule, Karbon will repair the outside of leaseholder properties, while leaseholders are responsible for interior repairs. Visit our leaseholder repairs and maintenance page for more detailed information.
If you lose your key and call us to attend as an emergency repair visit, then you will be required to pay for the cost of gaining access, changing the lock and new keys. This is usually more than £100 – so please be careful with your keys!