Repairs

We want to keep your home great. If your home needs some attention, we'll do everything we can to help you. If you need a repair, let us know by completing the Report a repair form.

Our friendly customer contact team are here for you from 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on Fridays. We also have an out-of-hours service to answer your calls when you have an emergency outside of these hours every day. Please be aware that we record all our calls to help improve our services.

If your repair is an emergency, please call us on 0800 358 6025. To see what classes as an emergency, click here.

How we deal with repairs and maintenance

When you report a repair we need to find out what the problem is and how serious it is. You need to give us your name and first line of your address and as much information as possible so that we can complete the job.

We'll process your repair request and offer an appointment date by telephone.

On the day of your appointment, and so long as they have mobile phone signal, our trade operative will call you once they have finished their previous job to let you know their estimated time of arrival.

Types of repairs

We have three types of repairs:

Emergency Repairs: These are emergency issues that could harm health, safety, or security. We aim to respond within 24 hours to make your home safe and come back later if there are further repairs required.

Urgent Repairs: These repairs are not emergency issues, but present a significant risk to your health, safety, or security and need to be completed sooner than 28 days, as they could escalate into an emergency if not fixed. We aim to respond within 5 working days.

Routine Repairs: These are standard repairs as per our commitment to you under your tenancy agreement. We will aim to respond within 28 days.

Other repair work includes:

Major Repairs: These are larger day to day repairs that are not part of our regular planned investment works. We classify these are repairs that take more than 5 hours and might take several days. We aim to respond within 3 months, prioritising based on urgency.

Housing Health and Safety Rating System (HHSRS) Reports: Sometimes, we receive reports of serious hazards in our customers’ homes. When we receive these reports which may include severe damp and mould, a surveyor will inspect the hazard within 1 working day, if there is an emergency, we will make safe and may return later to complete the repair.

Repairs policy

The repairs service at Magna is crucial for our customers. It keeps them safe, comfortable, and happy in their homes. This policy explains how we manage daily repair requests to ensure a high- quality service, keeping homes safe and well-maintained.

Find out more

Report a repair

Report your repair online.

Damp, condensation and mould

Learn what causes damp and mould to appear in your home and how you can prevent it. Report any damp and mould issues in your home here.

Storm damage

Storms, flooding and snow can cause damage to your home and neighbourhood. We've put together some information below about who to report issues to and how we manage repairs caused by the weather.

Blocked drains and pipes

We regularly inspect and maintain all of our sewage treatment plants to make sure they’re kept in good working order. However, these systems can get clogged up when people flush things down the toilet, or wash things down the sink, that shouldn't go down the drains. We’ve put together a list of things that cause blocked drains and pipes.

Fencing

Most fencing we install will be chain link fencing, with two privacy panels next to your home if needed. If the condition of your fence is dangerous, let us know and we'll arrange for it to be made safe.

Awaab’s Law

A new set of government rules called Awaab’s Law came into effect on 27 October 2025. The law sets rules for how quickly we need to deal with emergency and serious health and safety problems in your home, and how we keep you updated.