Repairs
If you are a Victory Housing Trust tenant and you wish to report a repair to your property, we have a freephone Repairs Hotline for you to use, 0800 371860. Our Customer Services team are available on this number between 8:30am to 5:00pm Monday-Friday. A Customer Service Adviser will forward your call to the appropriate contractor for the repair to be reported and an appointment to be made.
Repairs Freephone: 0800 371860
You can report your repair by email at repairs@victoryhousing.co.uk. Following a request we will contact you within 24hrs (emails received at the weekend will be responded to on the next working day) to verify the request and discuss appointment times etc. Please do remember to include your address and a contact telephone number on the email to us.
Alternatively you can send an online repairs request form by clicking here, once we have received the form we will contact you within 24hrs (forms received at the weekend will be responded to on the next working day) to verify the request and discuss appointment times etc.
Emergency Repairs
If you have an emergency repair outside office hours (8:30am – 5:00pm Monday - Friday), please call the freephone Repairs Hotline - 0800 371860. Please note that outside of our normal office hours this number is redirected to our out-of-hours service, which is for emergencies only – for example if you or your family or others are at risk, or the safety or security of the building is endangered.
Repairs for which tenants are Responsible
Please be aware that Victory Housing Trust is not responsible for repairing damage caused by a tenant or members of the household or invited guests.
The tenant is responsible for repairs that result from damage, misuse or negligence.
Where tenants are reporting damage caused by others it is a requirement that the tenant reports this to the Police first and that the Police crime incident log number is communicated to the duty officer before the repairs are put in hand.
Victory Housing Trust will respond to repair requests where damage has been caused accidentally by tenants, e.g. broken window glass, but the tenant should be advised that this work will be charged to them.
The following is a list of repairs that are the tenant's responsibility to complete:
- Anything that belongs to you, or you have accepted responsibility for at the start of your tenancy, which does not belong to Victory Housing Trust
- Lost keys and broken windows (unless broken as a result of a reported crime)
- Electrical plugs, fuses and light bulbs
- Internal decorations and minor cracks in plasterwork
- Garden maintenance including hedges
- Clearing blockages in waste pipes and toilets caused by lack of care
- Taking reasonable care to protect your home from being damaged by fire, frost or water
- Reporting things that need to be repaired by VICTORY HOUSING TRUST
More information about repairs and maintenance can be found in the Residents Handbook.