When things don’t go quite to plan, we are here to help. Reporting a repair with us is easy and ensures your home problems are resolved quickly and effectively.
There are times when things just don’t go to plan with your home.
From the small things like misaligned doors, faulty electrical sockets, through to more major concerns such as interior leaks and structural cracks. Whatever needs investigating and repairing, we are here to help sort it.
Reporting a repair with Redwing is simple and straightforward.
You can report a repair online using The HUB, a portal which gives residents online access to manage their property.
You can contact one of our agents using the dedicated call line on 0344 736 0063. This line is open Monday to Friday, 8AM to 5PM.
If you do not have access to a phone, you can email us at info@redwing.co.uk
You can send us a private message on our Facebook channel, however please ensure not to share any personal information publicly over social media.
How quickly we carry out your repair will depend on how urgent it is. Some of the factors that we consider include:
We will come to a repair which requires and emergency response in 4 hours. Sometimes, we may only be able to make the area safe at first. If more work is needed, we’ll book another visit to finish the job. We will arrange the new visit with you within 3 working days.
Examples may include:
If you need to report an emergency repair, it’s important that you call our dedicated number on 0344 736 0066. Our phone lines are open 24 hours a day, seven days a week for emergency repairs. You can click on the button below to call us.
For non-emergency repairs, known as routine repairs, The HUB is the quickest way to let us know about an issue and track any progress.
A routine repair is something that needs fixing in your home, but it isn’t classed as an emergency. This means the problem isn’t dangerous and it can wait without causing major inconvenience.
We’ll book a time that works for you to come and carry out the fixes. it can take up to 30 working days to carry out and finish routine repairs. However, if we find that bigger work is needed, it may take up to 60 more working days to complete, and this will be categorised as a new job under ‘Major Works’.
A job will be classed as ‘Major Works’ when the repair requires extensive further work or replacement of major elements such as doors or windows. This usually means we’ll need to arrange another appointment at a time that works for you.
We’ll likely need to order material, tools or equipment for these jobs before we can carry out the work. Our target time for ‘Major Works’ is 90 working days.
If you miss your repairs appointment, it may be cancelled and you will have three working days to contact us to raise the job again.
If you have reported= damp to your home, we will leave a calling card, and ask you to contact us to arrange a new appointment. We will arrange this new appointment within five working days and we will confirm the appointment in writing.
If you’ve reported damp in your home and you’re not in when we visit, we’ll leave a card and ask you to get in touch to arrange a new appointment as soon as you can.
Sometimes, before we can book a repair appointment, we’ll need to carry out a pre-inspection. Tis helps us make sure we fully understand the problem and arange the right repair for you.
A pre-inspection might be needed during a visit to your home first if:
A pre-inspection will usually be carried out by one of our supervisors, surveyors or a trusted contractor representative.
After the inspection has taken place, we’ll let you know within 10 working days:
Not all repair responsibilities are the same for our customers. If you rent your home. Redwing are usually responsible for the majority of reapirs in your home.
If you are a leaseholder or a shared owner, Redwing will usually be responsible for all communal repairs. This includes inside and outside your scheme. If the area is shared and you pay a contribution towards the maintenance in your service charge, we will organise communal repairs.
When you report a repair that is our responsibility, we’ll let you know who will carry out the repair and when it is expected to be completed.
Please ensure that you check your lease and tenancy for full details. Unsure where to find this? Speak to your property manager either by email or phone below.
Track your repair by logging into The HUB to check updates and view the status and other information.
Do you have a quesiton about The HUB that you would like to share? Get in touch with the team today and we’ll be happy to help.