Report a repair

Repairs can be reported, tracked and rated in (MY).

To sign up please call 01332 346 477, our CSA team will run through a few questions and then send your login details to you via email. You must have an email address that you can access in order to use this service.

MY is a fully secure website that allows you to see information relating to your account and complete transactions all in the same place.  The service is available 24/7 and is completely FREE to use.


Emergency repairs

If you have a repair which requires urgent attention please contact us immediately on 0845 602 4125 during our office hours which are:

Monday – Thursday 9am-5pm and Friday 9am-4.30pm

If it is outside of these times then please call 0116 255 0711.

An emergency repair might include:

  • Gas leaks
  • Major storm damage
  • An unusable toilet (if you only have one in the house)
  • A total heating or hot-water system failure in winter

If the repair is an emergency then we will arrange for a contractor to call on you within 24 hours. Someone will need to stay in your home, to allow us access to carry out the repair.

Non-emergency repairs

If the repair is not an emergency then please use at any time to report details of the repair to our repairs team. They will contact you within one working day, to arrange any necessary work.

Alternatively, you can call our repairs team on 0845 602 4125. Outside of office hours there is an answer phone, so please leave your details and we will contact you the following working day.

If you are deaf or hard of hearing and wish to contact us via Type Talk, please dial 18001 followed by 0845 602 4125.

Who’s responsible for repairing my home?

Derwent Living is responsible for most, but not all, of the repairs to your home*. There are some repairs that are your responsibility as the resident and others that we may do, but which we will charge you for. Examples of these are given in the leaflet “repairing and maintaining your home”. Brief details are also available in the customer handbook.

* Please note: if you own all or part or your home you are responsible for all internal repairs. For more information call us on 0845 6024125 or contact us.

Our repairs policy in more detail

Please follow the link to download or view the policy document onto your computer:

Repairs and maintenance policy


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