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
- 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 repair needed
- the best time for us to carry out the work
- arrangements for gaining access to the property
- any special circumstances, for example if you’re elderly or disabled.
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
Home repair responsibilities
We provide a quality repairs and maintenance service for our customers. However, there are some repairs which are your responsibility.
Our responsibilities
We’re responsible for repairs to the structure and exterior of your home and its outbuildings.
This includes things like:
- foundations, roofs, walls and external finishings
- outside doors, drains, gutters, external pipes, fencing, lighting, doors and stairways
- gas and electric services from your meter and water services to, and inside, your home
- baths, basins, sinks, toilets and communal areas within our properties.
Your responsibilities
We expect you to keep your home in a safe and clean condition. Gardens should also be kept neat and tidy.
You’re responsible for fixing any damage that has not been caused by fair wear and tear. Examples of repairs that tenants are responsible for include:
- renewing carpets and other flooring
- repairing blinds, curtains and rails
- fixing door bells
- repairing minor cracks in plaster
- bath plug and chain
- fixing damage caused by a visitor or a member of your household.
If you own any gas appliances such as a gas cooker, you are responsible for their maintenance. During your gas safety check, if our engineer thinks the appliance is unsafe, they might disconnect it.