Report a repair


For all emergency repairs please call us on 0300 330 7003.

Emergency Repairs

If you have an emergency outside of office hours please call 01604 837999. 

When you call please provide us with as much information as possible on the repair.

We aim to respond to an emergency repair within 24 hours.

What is an emergency?

Your repair is an emergency if:

  • there is immediate danger to you or persons in the property
  • there is risk of flooding or risk of major damage to the property
  • it is required to make the property secure
  • you lose the heating in the property (between 31 October – 1 May).

Other types of repairs

We will make an appointment with you for other repairs you report.

Urgent repairs

Your repair is urgent if:

  • there are full or partial sanitation problems (treatment and disposal of waste)
  • there is no water, electrical supply or heating
  • there is risk of immediate damage to the property
  • there is a possible health, safety or security risk
  • there is a serious inconvenience to the household.

You will need to contact us by telephone to ensure that we can make an appointment to carry out your repair within 7 days.  

Routine Repairs

You can report a routine repair (non-urgent) online and our team will arrange an appointment to come out and visit you.


Click on the sections below for other important information.

What you can expect from us

Our responsibilities

We are responsible for:

  • the outside of your property,
  • the main structure of the building
  • and any fittings and appliances we originally supplied
  • pipes, wiring, heating systems, drainage, power and light fittings
  • and any fittings or facilities in communal areas.

In the garden we are responsible for:

  • any fences, walls, outbuildings, sheds or coal bunkers that were originally put up by NPH (or Northampton Borough council previously) 
  • plus the main paths from the boundary of your property to your front and back door.  

All repairs are carried out by our own workforce or by specialist contractors selected by us from an approved list.

By law we must also carry out an annual safety check and service of your gas supply. This check is done for us by a specialist contractor.  We also carry out ongoing maintenance work to the outside of properties. The programme is agreed in consultation with tenants and we ensure we do the most important work first.

Our response times

Emergency repairs - We will complete the repair at the time if we can. If we cannot we will make the situation safe and carry out any follow up work as an urgent or routine repair.

Urgent repairs -  We respond to urgent repairs within 7 days. Urgent repairs include work to restore full or partial failure of sanitation, water or electrical supply, prevent immediate damage to the property, overcome serious inconvenience to the household or where there is a possible health, safety or security risk. 

Non-urgent (routine) repairs - We complete these within a maximum of 30 days. Non-urgent repairs could be day-to-day things that are unlikely to cause danger or damage to your home e.g. replacing an internal door.

You can find more information about the types of repairs above, along with examples, in our repairs handbook.

Repairs you are responsible for

Some minor repairs are your reponsibility.

You are expected to do these yourself or arrange and pay to get them done. 

Repairs that are your responsibility include:

  • replacing keys or locks when keys are lost or stolen or when you get you get locked out (including garages and outbuildings)
  • trying to clear blockages in basins, sinks baths or toilets
  • decorating
  • resetting trip switches
  • replacing light bulbs or fluorescent tubes
  • putting up tv aerials and satellite dishes ( only with our permission)
  • maintaining garden paths ( except any that lead from the boundary gate to the front and back doors) 
  • replacing clothes lines and rotary driers (unless for communal use)
  • replacing plugs and chains in baths, sinks and basins
  • replacing handles and latches to doors and kitchen units
  • adjusting doors when new carpets and laminate floorings have been fitted
  • testing and cleaning smoke detectors
  • fitting waste supply pipework and vents for washing machines
  • keeping your gully grids clear of leaves
  • replacing door knockers, bells or security chains
  • replacing toilet seats and flush chains
Rechargeable Repairs


If you ask NPH to carry out any repair you are responsible for such as damage to your home, you will be charged for the repair. In most cases, you will be asked for payment over the telephone before we will make an appointment.

Tips for avoiding recharges

  • Ask a friend or relative to keep a spare set of keys for you.
  • Beware of DIY - botched jobs or alterations we haven’t authorised could be expensive.
  • Don’t pretend your repair is an emergency to get it done quicker.
  • If you’re moving out, make sure you leave the property empty, clean and tidy.
  • Take out home insurance – we have useful information about home contents insurance on our site.