Home repairs and servicing

Our in-house maintenance team carries out the repairs and maintenance work on your home. 

We have a range of skilled staff including plumbers, electricians, plasterers and bricklayers. We also employ gas fitters to service and repair heating systems. 

At busy periods, we may use selected sub-contractors. 

How to report a repair    

You can report a repair by: 

• reporting through the My Thirteen website 
• calling 0300 111 1000
• emailing us at: customerservices@thirteengroup.co.uk 
• contacting our Touchpoint team 

You can also send any repairs complaints and compliments to us. 

When you report a repair you’ll be asked for: 

• your full name and address 
• if you're making the request on behalf of another customer, we'll need to know both your names 
• a clear description of the problem
• the best times for us to attend 
• arrangements for gaining access to the property 
• any special circumstances, such as disability or health needs

Emergency repairs 

Need an emergency repair? 

We’re here for you 24/7. If something in your home puts your health, safety or security at immediate risk, it’s classed as an emergency. This includes anything that could damage the structure of your building. 

What counts as an emergency? 

Some examples include: 

• A blocked or leaking main drain or soil pipe 
• No gas supply 
• No cold water supply at all 
• Dangerous structures – like a collapsing wall or ceiling 
• Insecure external doors or ground-floor windows 

We aim to fix emergency repairs within 24 hours. The exact time depends on the type of repair, but we’ll always aim to get it sorted by the end of the next day. 

How to report an emergency repair 

Call us on 0300 111 1000 

If you call after 5pm, our skilled team will assess the issue. They’ll either: 

• Give you advice to help you manage the problem safely if it’s not a true emergency 
• Or send someone from Thirteen to your home