Report a Repair
We operate a 365 days a year ‘out of office’ emergency repairs service and will respond within 4 hours. We will make the emergency safe within 24 hours. A further appointment may be made to complete the work.
Please call within office hours unless it is an emergency.
How to report a repair
You can report a repair by:
- Phoning us on 0300 303 1190
- Writing to us
- Visiting our offices
- Emailing us at: workschedulers@connexus-group.co.uk
- Reporting non-emergency repairs online here
When you report a repair make sure you have the relevant details to hand. The more information you have about the problem the better equipped we will be to log the repair.
Please check the Responsibilities page before reporting a repair.
We will tell you whether your repair is an emergency, appointable or non-appointable.
In an emergency
We operate a 24 hour, 365 day emergency repairs service. We will attend as soon as possible, aiming to respond within 4 hours and make safe within 24 hours.
Appointable Repairs
For the majority of repairs in your home, we will aim to make an appointment that is convenient to you. We will always offer you the closest possible appointment, but allow some flexibility if you need to make arrangements to be at home. Currently we provide appointments Monday to Friday, in either AM or PM slots. We aim to complete appointable repairs within a maximum of 30 days.
We also have surveyors that sometimes inspect a problem before it takes place.
Non appointable repairs
If the repair can be completed when you are not in (e.g. external or repairs to communal areas) an appointment will not be made with you. An appointment will also not be made if the repair is dependent on the weather. However, an operative will always contact you before they arrive at your property. There is not an official time scale for these repairs, but we always aim to do these as soon as feasible.
Remember: you may be charged for any damage you cause, accidental or otherwise. You are advised to take out contents insurance and to check that you are covered for damage to your personal possessions and to any of the Association’s fittings.
There is a contents insurance scheme for social housing tenants. Click here for more information
Gas Servicing
Gas Servicing
It is the law for South Shropshire Housing Association and Meres & Mosses Housing Association, as your landlord, to service the gas appliances in your home once a year.
As the tenant of the property, it is your duty to allow us entry to your home to complete this task.
Failure to give access to your home is dangerous for you, your family and your neighbours. It is also a breach of your tenancy conditions which could result in legal action to enforce access or end your tenancy.
A faulty gas appliance can give off carbon monoxide which might make you feel nauseous, and in high quantities, can KILL in minutes
Our New Procedure
Due to some tenants not allowing access, we have changed the process of attempting to gain access to properties. We will now:
- Send you a letter when your gas service is nearly due, with a date that an operative will attend your home. It will also say whether this is a morning or afternoon appointment. If you cannot give us access on this date you must call us as soon as possible to re-arrange this appointment
- Make a telephone call or send a text message to remind you, the day before, that you have an appointment. It is your responsibility to make sure you are available to give access to your home
- Non access to your home is a breach of your tenancy conditions. A safety notice will be attached to your door, and we will start legal proceedings against you, which may result in losing your home