If you need to report a repair, get in touch!

You can report a repair in one of the following ways:

• My ateb account – Using your personal  Online Account
• Email – [email protected]
• Phone – 0800 854568

Our Customer Commitment

Our Property Service Advisors will prioritise your repair into one of the following categories:

Emergency – poses a significant risk with the potential for imminent harm.
Urgent – poses a significant risk with no imminent harm.
Routine – no risk and no assessed likelihood of harm.
Routine Planned – no risk and no assessed likelihood of harm (works of a complex nature that cannot be logistically completed within the standard routine duration of 28 days).

We will aim to respond within the following timeframes:

Emergency – within a maximum of 24 hours of receipt of notification.
Urgent – within a maximum of 15 working days of receipt of notification.
Routine – within a maximum of 28 calendar days of receipt of notification.
Routine Planned – within a maximum of 90 calendar days of receipt of notification.

For more information, please see our Repairs Policy.

There will be times when we use contractors to carry out a repair. All contractors should carry ID and will have contacted you prior to visiting your home – you should never receive a ‘cold call’. If you have any concerns or queries about a contractor visiting or calling you, you are always welcome to call us on 0800 854 568 to check.

Code of Conduct – this explains the conduct you can expect when we send a contractor to carry out work at your home.

Repair Responsibilities

Our Responsibilities: Keeping your home safe and in good condition is a shared responsibility between you and ateb. By working together, we can ensure that your home is maintained to the highest possible standard.

Your Responsibilities: Your rent includes payment towards the cost of most repairs, but you also have some responsibilities for maintaining your home, such as carrying out minor repairs.

Please refer to the list of Contract Holder/Landlord Repair Responsibilities for further details.

Our repairs service operates on a 24/7 basis. Please note that only emergencies or pre-planned work will be dealt with outside of office hours and at weekends.