TPATurning Point Alliance
Call us: 0113 519 99 66

Report a repair or concern

Use this page to tell us about a repair in your home, a safety hazard, anti-social behaviour or anything else that affects your stay with us.

Is someone in danger right now? Do not use this form

  • Fire, or someone is hurt or at risk: call 999.
  • You smell gas or think there is a carbon monoxide leak: leave the building, do not use switches or flames, and call the National Gas Emergency line on 0800 111 999.
  • A crime is happening now: call 999.
  • Emergency repair (see list below): call us on 0113 519 99 66 straight away, then fill in this form with photos if you can.

Once everyone is safe, please also report it to us here so we have a written record.

What you can report and what to expect

The times below start from when we receive your report. Not sure which one fits? Choose the closest. We check every report and will change the category if needed.

Emergency

Emergency repairs

We will attend and make safe within 24 hours.

Something that puts your health, safety or security at immediate risk, or could cause serious damage to the building. For example:

  • no heating or hot water in cold weather
  • major water leak or flooding you cannot stop
  • dangerous electrics, sparking sockets, total loss of power
  • outside door or ground-floor window that will not lock
  • blocked or broken toilet, where it is the only one
  • broken fire alarm, smoke or carbon monoxide alarm
  • structural damage, such as a ceiling about to fall
  • damp or mould making someone seriously ill right now

"Make safe" means removing the danger quickly. A full repair may follow later.

If your home cannot be made safe within 24 hours, we will arrange suitable alternative accommodation where needed.

Health or safety hazard

Hazards to your health or safety

We follow the Awaab's Law timescales:

  1. Investigate within 10 working days
  2. Written summary of findings within 3 working days of investigating
  3. Start repair works within 5 working days of the findings
  4. Start any longer-term works within 12 weeks

A problem with your home that could harm your health or safety, such as:

  • damp or mould
  • home too cold even with the heating on (draughts, broken windows), or dangerously hot
  • loose handrails, broken steps, damaged floors or trip hazards
  • large or growing cracks, loose roof tiles, masonry or plaster that could fall
  • damaged fire doors or fire escape routes
  • faulty sockets, switches or lights (not sparking or burning)

If the hazard puts anyone at immediate risk, it is an emergency and we will act within 24 hours.

Urgent

Urgent repairs

We aim to attend within 10 working days.

Problems that affect your daily living or could become a risk if left. For example:

  • partial loss of hot water or power
  • leaking pipes, taps or roof (that you can contain)
  • blocked sink, bath or shower
  • broken cooker or fridge we supplied
  • signs of pests such as mice, rats or bedbugs
Routine

Routine repairs

We aim to complete routine repairs within 40 working days (about 8 weeks).

Non-urgent repairs that do not put anyone at risk. For example:

  • dripping taps
  • sticking doors or windows, broken handles
  • loose kitchen cupboard doors or worktops
  • small hairline cracks in plaster
  • broken furniture we supplied
  • faulty extractor fan

We will contact you to arrange a convenient time for access.

Some repairs need parts or specialist contractors and may take longer. If so, we will let you know.

Anti-social behaviour

Anti-social behaviour and illegal activity

We aim to contact you within 2 working days.

Behaviour that causes harassment, alarm or distress, or breaks the conditions of your licence/occupancy agreement. For example:

  • drug use or dealing in the property
  • threats, intimidation, harassment or hate incidents
  • violence or damage to property
  • excessive noise, especially at night
  • unauthorised visitors or people staying overnight
  • smoking indoors, propping fire doors open or tampering with fire alarms

Your report is treated in confidence. We will not tell the person you reported who made the report.

Other

Other concerns

We aim to reply within 5 working days.

Anything else about your home or stay, for example:

  • shared areas that are dirty or untidy
  • lost keys or fobs, lock changes
  • concerns about another resident's wellbeing
  • a complaint about our service

If you are worried that someone is at risk of harm right now, call 999.

Reporting drugs or crime anonymously

You can report non-emergency crime to the police on 101, or anonymously to Crimestoppers on 0800 555 111. Please also tell us, so we can act on breaches of the licence/occupancy agreement.

What happens after you report

StepWhat happens
1. You reportYou see a confirmation on screen with your reference number. Make a note of it, as we will need it when we discuss your report with you.
2. We reviewWe record your report, check your photos and confirm the priority. We may change the priority after looking at it, and will tell you if we do.
3. We contact youWe arrange access with you. For emergencies we may need to enter at short notice.
4. We actA contractor or member of our team attends to make safe or repair. For anti-social behaviour, we investigate and agree an action plan with you.
ThroughoutWe keep you updated at each stage. For hazards, you will receive our findings in writing.
5. We follow upWe check the problem is fixed. If it is not, contact us and give your reference number.
What we expect from you
  • Report problems as soon as you notice them. Small problems left unreported can become serious.
  • Give access at the agreed time. If you cannot, tell us as early as possible.
  • Keep sinks, showers and toilets clear of food, hair, wipes and other items. You can change a light bulb in your own room or flat if you feel safe to. If you need help, or the problem is in a shared area, report it to us.
  • Help prevent condensation: open windows, use extractor fans and dry clothes outside or in a ventilated room where you can.
  • Do not attempt repairs to gas, electrics or the building yourself.

If damage has been caused deliberately or through misuse, you may be asked to pay towards the cost, in line with your licence/occupancy agreement.

If you are not happy with how we handled your report

Tell us first so we can put it right. Choose "Other concerns" in the form and select "Complaint". If you are still not satisfied after our complaints process, you can contact Reliance Social Housing directly. If Reliance cannot resolve it, you can ask the Housing Ombudsman to look into it.

Make a report

Report received

Your reference number is

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What happens next

Make a note of your reference number. Write it down or take a screenshot. We will need it when we discuss your report with you.

Please keep your reference number. If anything changes or the problem gets worse, call 0113 519 99 66.

Make another report

What do you want to report?

Select what you want to report

This is an emergency. Please call us now on 0113 519 99 66 as well as completing this form.

Is anyone in immediate danger?

Select yes or no

Call 999 now. If you smell gas, call 0800 111 999. Come back to this form when everyone is safe.
About the problem

Select what the problem is with

For example, your room or flat, shared kitchen, first-floor bathroom, front garden

Enter where the problem is

Tell us what is wrong, when it started and if it is getting worse. If anyone's health is affected, tell us how.

Describe the problem in at least 20 characters

If you are not sure, give your best guess

Enter the date the problem started, which must be today or in the past

Have you reported this problem before?

Select yes or no

Clear photos help us send the right person with the right parts. Take one close up and one showing the whole area. Do not put yourself at risk to take photos.

Add at least 1 photo or video of the problem

A short video helps us see leaks, noises or anything moving. Keep each one under 20 seconds: show the problem close up, then the whole area. Videos can be up to 30 MB in total.

    Your details

    Enter your full name

    Include your room or flat number if you have one

    Enter the property address

    We will use this to contact you about your report

    Enter an email address in the correct format, like name@example.com

    Enter a UK phone number, like 07700 900 982

    Can we enter if you are not in?

    For example, a health condition, disability, language needs, a pet, or a safe time to call

    Check and send