Here you will find everything you need to know about repairing and maintaining your home from how to report repairs to personalising and decorating your home.

The quickest and easiest way is to report a repair online at any time of the day is by using our repair reporting tool.

 

Alternatively you can report a repair in the following ways:

By live chat: just click on the box to the bottom right

By telephone: 03333 204555 - lines are open between 8am and 6pm, Monday to Friday and outside of these times for emergencies

In person: at any of our offices

In writing: Progress Connect, Progress Housing Group, Sumner House, 21 King Street, Leyland, Lancashire, PR25 2LW

Report a repair to your estate caretakers

Does the problem you are reporting relate to a communal area or concern your neighbourhood? If so then it could be a job for our Estate Caretakers.  

 

Find out more about repairs:

We provide an emergency repairs service 24 hours a day, 365 days a year. 

For all other repairs, we will make an appointment wherever possible when you contact us.

We are committed to completing repairs on a ‘right first time’ basis and where possible, we will notify you of any changes to your repair or appointment in advance.

Reporting repairs online

  • When you report a non-emergency repair online, we will confirm receipt of your email straight away, and wherever possible we will email you an appointment if required and you will receive immediate confirmation by text.  We aim to respond to all non urgent enquiries within five working days. For some reports, we may need to contact you by phone in working hours for more details before we can schedule your appointment.

  • We will also email you the target timescale for completing a repair and we will specify any repairs that you are responsible for and advise if there is any cost that you will need to pay.

  • You will receive a text reminder on the day before the appointment and again to let you know when the operator is en route. 

Reporting repairs by phone or live chat

  • When you report a non-emergency or emergency repair by phone or live chat, we will tell you what the target timescale is for completing a repair and we will specify any repairs that you are responsible for and advise if there is any cost that you will need to pay.

  • Your appointment will be confirmed with you on the call or live chat and you will receive immediate confirmation by text.

  • You will receive a text reminder on the day before the appointment and again to let you know when the operator is en route. 

Did you know? 

You can track all your repairs online by activating or logging into MyAccount.  

 

 

We provide an emergency repairs service 24 hours a day, 365 days a year. 

For all other repairs, we will make an appointment wherever possible when you contact us.

Did you know?

You can track all your repairs online by activating or logging into MyAccount.  

 

 

We have a legal responsibility to keep your home in good repair but some things are your responsibility to fix.

Who is responsible?

The information below should give you a quick guide to what we repair.

 

Responsibility

 

 Type of repair

Ours

Yours

Exceptions

Electrical repairs

 

Except replacing plugs, fuses, doorbells and the meter from your supplier

Gas

 

Except the meter from your supplier

Heating systems(including storage systems and fitted electrical fires)

 

 

Door locks (external)

 

 

Door locks (internal)

 

 

Infestations

 

Except insects and vermin in a communal area

Garden maintenance(including dustbins and refuse areas)

 

 

Replacement of broken glass in windows and doors (including instances of vandalism)

 

Unless the breakage is reported to the police and has a valid crime reference number

Repairs you will have to pay for

You will be charged for the repair if the following circumstances apply (although this list is not exhaustive):

  • If it has to be carried out because of your misuse or neglect; this includes damage caused by people living with you or visitors to your home
  • If you tell us the repair is an emergency repair and it is not (please click here to find out how we prioritise our repairs)
  • If you do not provide access to the out-of-hours operative or inspector
  • If you accept responsibility and require the works to be done.

We will not accept responsibility for paying the bill if you instruct a contractor to carry out work.

Please contact us with as much notice as possible by phone or live chat to cancel or change your appointment; we are unable to reschedule repairs once the operator is en route. If you are not able to give access to our operator to complete the repair at the scheduled time, you will need to contact us to rearrange this and we will cancel the original job until you are able to do this.

We need to prioritise repairs so that we can help the people who are most at risk of injury or who are suffering the most disruption because of a fault.

We need to prioritise repairs so that we can help the people who have the most disruption first.

Emergency repairs

Emergency repairs are to remove a life-threatening danger or rectify serious damage to the property.

Examples of emergency repairs are:

  • Burst pipes, severe roof leaks or flooding
  • Unsafe electrical fittings or wiring
  • Blocked main drains or blocked soil pipe to the only toilet (not a blocked sink)
  • Complete loss of electrical power or lighting
  • Complete loss of heating, if there is no alternative source
  • Unsecured external doors or windows (unless damaged by you, your family or visitors to your home)
  • Lift failure
  • Failure of warden alarm call system
  • Toilet not flushing (where there is no other working toilet in the property)
  • Offensive or racist graffiti.

You can check the priority status of a repair you've logged by signing up or logging into your tenant account. 

 

We’ve launched a scheme to help you fund improvements to your home.

If you’ve been struggling to get enough cash together to make some home improvements then our match funding initiative will be music to your ears.

We will contribute 50% of the cost of qualifying improvements, up to a maximum of £500, for eligible tenants. Examples of improvements covered under the match funding scheme are:

  • Installing an electric shower over the bath
  • Fitting extra lighting or plug sockets
  • Fitting additional kitchen cupboard space
  • Fencing.

To qualify for the scheme you must:

  • Be up-to-date with your rent payments
  • Have not received any formal notice or injunction for breach of tenancy from us in the last two years
  • Put in writing the full details of the work that you intend to carry out and provide quotes.

Other provisions apply, so please contact us for further details.

To apply for matched funding please click here.

We offer a cash back service to tenants who decide to carry out their own repairs instead of logging a job with us. 

Have you:

  • Got a clear rent account?
  • Given us access first time to carry out your gas safety check?
  • Not breached any part of your tenancy agreement?
  • Got up-to-date home contents insurance?

Are you handy with a hammer? If so then we are offering cashback to tenants who carry out low level repairs themselves instead of logging a repair with us.

We want you to make your home your own but we need to make sure that any changes you are planning to make will be safe and suitable for possible future tenants.

If you wish to make improvements to your home – other than decorating or changing the carpet - you will need permission from us first.

Examples of improvements where you will need to get permission are:

  • Installing a shower
  • Updating kitchen cabinets
  • Changing light switches
  • Building a shed.

You will also need permission from us if you intend to fit fixed flooring – hardwood or laminate, vinyl and ceramic or porcelain tiles.

We will always try to grant you permission but there are certain times when we may have to refuse; usually this is because the improvement is unsuitable or would devalue the property.

Other reasons include improvements that are: 

  • Not in keeping with the rest of the property
  • Dangerous and likely to cause structural damage
  • Likely to lead to difficulties with future lettings
  • Unsuitable for possible future tenants. 

If you have been refused permission, we will discuss the reason with you and offer you advice on suitable alternatives.

If you choose to fit a carpet in your new home you will be responsible for making sure the internal doors open and close properly over the new carpet. Laminate floors are not suitable in some properties because they cause a noise nuisance to neighbours.

We’ve launched a new scheme to help you fund certain improvements if you have been struggling to pay for them yourself.

We will contribute half of the cost of the works for eligible tenants. Improvements covered under the scheme are:

  • Installing an electric shower over the bath
  • Fitting extra lighting or plug sockets
  • Fitting additional kitchen cupboard space
  • Fencing.

Certain criteria apply so please check to see if you are eligible or contact us.

There is a right to compensation scheme for those tenants who have carried out certain types of improvements to their home and are ending their tenancy. If you have made changes to your home and are moving on then please contact us to see if you are due any compensation.

For minor works please complete the form immediately below.

For larger improvements please complete the form located at the bottom of this page.

Permission for minor works

Permission to make major improvements to your property

 

We have to plan ahead and undertake work to keep your home in good repair. We call this planned maintenance.

 

Periodically our staff will visit to look at the condition of your home and will see what maintenance work needs to be done. Where the need for some improvements is identified, this will then be included in the planned maintenance schedule.

 

There are two types of planned maintenance:

 

Work that needs to be done every year

 

  • Servicing any gas central heating boiler or fire in your home (this is a legal requirement)
  • Servicing gas appliances that we have provided.

 

Maintenance work which needs to be carried out less frequently

 

  • Replacing kitchen units
  • Electrical re-wiring
  • Replacing or improving bathrooms
  • Replacing heating systems.

 

Details of our planned maintenance work are advertised in our Street Talk newsletter which you can find by clicking here.

 

We will always write to let you know when we are carrying out planned maintenance work. We will give you a month’s notice before the work starts and we will try to accommodate any special requirements or arrangements you have while the job is being done.

 

If you have any questions then please or contact us.

 

We are committed to providing an aids and adaptations service to meet the needs of people with disabilities and to help them maintain their independence.

There are two types of adaptations available depending on the tenant’s needs.

Minor aids and adaptations

Minor aids and adaptations are relatively small items such as:

  • Grab rails
  • Banisters
  • Lever taps
  • Raised sockets
  • Intercoms.

We will fund minor aids and adaptations with an estimated cost of less than £1,000, subject to budget availability.

Major aids and adaptations

Major adaptations include:

  • Level access showers
  • Stair lifts
  • Wheelchair ramps.

These usually cost over £1,000 and often require alterations to the structure of the property. An Occupational Therapist will need to undertake a home assessment to determine whether or not it is required.

You or someone on your behalf can request an aid or adaptation by contacting us or calling 03333 204555. If your request is successful we will keep you informed of timescales for completion of the works.

If your property is unsuitable for an adaptation then we will discuss with you what alternatives are available.

To find out more please refer to our aids and adaptations leaflet.