We classify emergency repairs into two categories:
Note: Repairs in this category includes repairs such as: fire, serious floods, structural damage, CO alerts, gas leaks, unsafe electrical fittings, unsafe gas fittings.
This category is for repairs where there is an immediate danger to the health and safety of the occupant or risk of serious damage to the property if swift remedial action is not taken. Whilst every effort will be made to undertake a full repair when responding to any repair request, this may not always be possible for an immediately dangerous situation and the remedial action taken may be to turn off the water, gas or electric to make a property safe (dependent on circumstance) and a further repair visit for follow on work may be required. These types of repairs can only be reported via telephone.
Note: Repairs in this category includes repairs such as: total loss of power, communal lighting not working, insecure properties, no hot water, no heating, blocked toilet or drains, fire alarm failure.
An emergency repair may be required when a more urgent response is necessary but there is no immediate danger to the occupant or property, generally these types of repairs will cause a higher level of inconvenience for the customer compared to a routine repair and can only be reported via telephone.
It is important that if you consider your repair to be an emergency please don’t hesitate and call us on our 24/7 emergency line on 01782 635200.
We classify non-emergency repairs into two categories:
Note: Repairs in this category includes repairs such as: containable water leaks, toilet not flushing, dripping taps, shower not working, internal doors and woodwork, patch plastering.
A routine repair is non-urgent work carried out to maintain our customer’s homes or a component in it, until the next cycle of planned programme. Most repairs will fall into this category considering they do not carry a risk of danger to the occupant or serious damage to the property and can be reported via the self-service website, live chat, telephone, email, and letter or through Aspire colleague’s customer’s homes.
Note: Repairs in this category includes repairs such as: path/driveway replacement, groundworks, major roof repairs, external brick wall repair or replacement, large plastering works, guttering works.
This category is for our large repair works and is generally considered to be any repair which will take longer than one day to complete and/or may form part of a planned programme of works. These repairs will require a pre inspection to ascertain materials, labour hours and any specialist equipment such as machinery or scaffolding requirements.
You can request an alteration or improvement to your property by logging in filling in the form below. Once requested, a member of our asset team will be in touch: https://myaccount.aspirehousing.co.uk/aspire/www/dashboard
Yes, so long as you have been in your Aspire Housing property for 12 months or more. Login and fill in the form below and a member of our adaptations team will be in touch:
If your request is for a children's adaptation, you need to make contact with a Children's OT first. You can do this by contacting the First Response Team on 0800 1313126 or email them at firstname.lastname@example.org
You can find more information on adaptation services provided by Staffordshire County Council on their website
Your Local Authority offers a pest control service. If you live in Newcastle under Lyme, you can find information here.
If you are a Leaseholder and have concerns about pests in an area of your home that we maintain, or if you live in one of our Community Living Schemes and have pest concerns about a communal area, please contact us.
During a gas service we will:
• Inspect your boiler controls and ensure they’re working properly
• Check your boiler for corrosion and leaks
• Take off your boiler’s casing to inspect the main components
• Check the gas pressure
• Test the flue to ensure no unsafe fumes are being emitted
• Clean all parts, as required
• Pop the casing back on and check the seals
• Leave you with a checklist and report on your boiler’s safety
Structure of building and exterior of property;
Gas, water and electricity
We are responsible for repairing all leaks and for the installation, maintenance and repairs of utilities including, the supply of water, gas and electricity. This includes:
Fireplaces, Fitted fires, Sockets, Light fittings including sealed units and fluorescent tubes (excluding bulbs)
You need to ask for permission for this. You can submit an application here through My Account.
Yes, you can request to have a water meter fitted, simply login and fill in the form below and a member of our asset team will be in touch.
Please note, while you are not permitted to make improvements or alterations within the first 12 months of your tenancy, we will consider a request for a water meter:
Each year we carry out a Home Condition survey on a number of our properties. The survey looks at the lifespan of several components within our homes including the kitchen, bathroom, central heating and roofing. The information gathered then shapes our future improvement programmes.
Bleeding a radiator is a common DIY job that can be carried out by yourself. Our handy guide and video takes you though the quick step process.
What do you need?
Step-by-step guide to bleed your heating system
The main purpose of the emergency repair service is to make safe or secure. Whilst every effort will be made to undertake a full repair when responding to an emergency during normal working hours of 8am to 6pm Monday to Friday, this may not always be possible and a further repair visit for follow on work may be required.
If you have an emergency repair call us 24/7 on 01782 635200.
Simply login and send us a message. A member of our asset management team will then be in touch to discuss your query
Condensation is probably the most common form of moisture in buildings and in the home. Our guide explains how you can help to reduce condensation within your home and prevent unsightly mould growth on decorated finishes and soft furnishings.
If you have followed the advice in the above guide and you still have condensation and damp, you can login to My account and let us know.
Our handy how to guides can help you identify and re-pressurise your Vaillant ecoTec boilder.
Yes, you can request to have a smart meter fitted, simply login and fill in the form below and a member of our asset team will be in touch.
Please note, while you are not permitted to make improvements or alterations within the first 12 months of your tenancy, we will consider a request for a smart meter:
If you smell gas, or suspect there is a gas escape, you should immediately do the following:
Any work we undertake is recharged to the customer. Login and fill in the form below and a member of our adaptations team will be in touch:
A recharge is a charge to customers for the cost of any repairs and/or clearances which are the customers' responsibility or are as a result of misuse, deliberate damage or neglect.
After a tenancy ends and before a new tenant moves in, we will make a decision about whether to keep any alterations or to remove them and replace them with standard items.
If we decide not to remove a non-standard item, we take responsibility for the repair.
When the non- standard item is beyond reasonable repair, it will be removed and replaced with a standard fitting.
It is different for a Mutual Exchange?
For a Mutual Exchange, tenants agree to take on responsibility for the tenancy that they are exchanging to. This includes any alterations which were made by the tenant that they exchanged with.
No - the adaptations in our properties are taken into consideration when we let to a new customer. We do our best to match the customer to the property.
We install carbon monoxide detectors in all properties which contain solid fuel burning appliances.
Yes you can. You need to contact us as soon as possible. Simply login to My account and send us a message.
You can request changes like a dropped kerb by logging in and filling in the form below. Once requested, a member of our asset team will be in touch:
If you live in a flat and have concerns around noise please login to My account and send us a message.
Adopted land is generally a road, pavement or access area, which the council is responsible for. Aspire Housing can be responsible for some adopted land that is near to or forms access to our properties (such as alley ways).
You can be charged for all repairs where you have caused the damage yourself. We may also charge for emergency attendance if you are not there. Somethings are your responsibility:
If you have a stair lift, Aspire Housing will complete the service visits and any repairs that will need to be carried out. Contact Aspire Housing here
Staffordshire County Council will service and repair floor lifts, step lifts and hoists. Contact Staffordshire County Council on email@example.com or 0300 1118000
Aspire Housing will service the Closomat toilets and Closomat will repair free of charge (excluding damage). Contact Closomat on 0161 9691199.