Report a repair

You can report a repair to us in any of the following ways:

• ONLINE  (except for emergency repair)
• By phone – call our 24 hour repair line on 020 3535 3535
• In person at your local or estate-based office
• By sending a letter to Customer Services Centre at

Metropolitan
PO Box 10262
Nottingham NG8 9LE

 Please note: emergency repairs can be reported 24 hours a day on 020 3535 3535.

What happens next?

When you contact us, please tell us:

• your name, address and telephone number
• as much detail about the repair as you can and where it is
• for security you will be asked to verify some details to confirm your identity.

What we will do

A customer services officer will place an order for works with a repair person. Usually this will be a contractor, working on our behalf.

We will:

• tell you what we intend to do
• tell you how soon we will do the repair

Afterwards we send you a short satisfaction survey so you can tell us if you are satisfied with the service that you have received.

Inspecting a repairs

Sometimes repairs will need to be inspected before and/or after they are done. Where this is the case, the customer service team will make arrangements for someone from the maintenance team to carry out an inspection.

Monitoring repairs

Our customer service team will monitor your repair from report to completion. They will follow up any outstanding repairs where necessary and answer any of your questions.

Responsibilities for repairs

As your landlord, we have a responsibility to carry out certain repairs to your property. There are also repairs that you will have to carry out yourself. So before you report a repair to us, please use the checklist below to see whose responsibility it is.