Repairs and Maintenance

Repairs

Looking after your home is a joint responsibility. Muir is responsible for most repairs to your home.

It's your responsibility to tell us when repairs are needed. You must allow access for the work to be done.

This excludes shared ownership properties (please see the footnote at the bottom of this page).

Between 8.00am and 6.00pm, Monday to Friday, our Customer Services Team are available to help you. Outside of these hours, our out of hours service is available to help you with any emergencies or general enquiries. Call 0300 123 1222 (textphone: 0300 123 3005).

To see what support is available if you need adaptations to help you at home, click here

You can now report non-emergency repairs using our online repair reporting tool by clicking here

Your name
The address of property where the repairs are needed
A daytime telephone number
As much detail about the repair as possible, for example the type of repair, its location, the name of the appliance, or the type of materials
Times when you are available for a surveyor to come and identify the type of repair work that is needed and organise for someone to do it, or for the contractors to do the work.
If you are an older resident, vulnerable, disabled or have other special requirements.

Your Factsheet - Your Repairs Service 2023.pdf [pdf] 44KB explains which repairs Muir are responsible for and which are residents' own responsibility.

All repairs are categorised into different response times:

Target response times
Type of repair	Target timescale
Emergency (Including out of hours) - will be attended to within either 4 or 24 hours dependent on the severity of the problem. It is not possible to arrange an appointment for these repairs as the contractor will aim to attend as soon as possible. We do expect that once an Emergency repair is reported you, or another adult over 16 years of age, stay in the property, if it is safe to do so, until the contractor attends.	Respond to within 24 hours.
Urgent Repair - an appointment will be made for a convenient time within three working days of reporting the repair. These repairs will generally be to put right problems that are causing discomfort, inconvenience or nuisance to you or a third party and is likely to lead to further deterioration of the building if the problem persists.	Respond within three working days.
Routine Repairs - an appointment will be made for a convenient time within 20 working days of reporting the repair. These repairs will generally be to put right problems that do not pose a risk to the health, safety or security of you or anyone else and will not have a negative effect on the structure of the property.	Respond within 20 working days.