Repairs

Reporting Repairs video

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).

 

To report a repair:  

  • Our Customer Experience Advisors are available to help you between 8am and 6pm, Monday to Friday. Outside of these hours, our out-of-hours service can assist with any emergencies or general enquiries. Call 0300 123 1222 (textphone: 0300 123 3005).
  • You can now report non-emergency repairs via your My Muir portal, or use our online repair reporting tool  by clicking here
  • To see what support is available if you need adaptations to help you at home, click here

 

If you report a repair by telephone you will need to give the following information to our customer service staff:  

  • 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 - Repairs Service 2024.pdf [pdf] 41KB explains which repairs Muir are responsible for and which are residents' own responsibility.

You can also see our Repairs Policy here: Muir Repairs Policy 2024.pdf [pdf] 500KB


Target response times  

All repairs are categorised into different response times: 

Target response times
Type of repair Target timescale

Emergency (Including out of hours) -

will be responded to within 24 hours 
to make your home safe. These are repairs that are 
needed when there is a risk to you or your family or of significant damage to your home. 

Respond to within 24 hours.

Appointable Repairs

will be completed within 20 days. 
These include faults or defects that are not causing you or your family discomfort or causing further damage. 
We’ll offer you a convenient appointment for this type of repair. 

Completed within 20 days.

Appointable Planned Repairs -

will be completed within 12 months. These are works that need extra time for parts to be made or a specialist contractor. 

Completed within 12 months.