Report a Repair

If you need something fixing in your home which isn't your responsibility, please fill out our online form below.

If you have an emergency repair (something that needs to be made safe / is a danger to life) then please call us on 0800 833160. Our lines are open 24/7 for all emergency repairs.

If you report the repair as an emergency and it's found out it's not, you could be charged. 

Complete Repairs Reporting form

When completing the form, please provide as much detail as possible in order for us to arrange the best response. If possible state which tradesperson is needed, but if you are unsure you can leave this out. Do not use this form to report anything other than new non-emergency repairs. Separate contact forms are available for you to report tenancy or caretaking issues.

If you are enquiring about cancelling or rescheduling an existing repair with Axis Europe please contact them directly on 020 3597 2056.  If you are chasing an outstanding repair with any other contractor then please email us at sehcustomerservices@seh.southend.gov.uk or call us on 0800 833160.

How will we respond?

On receipt of a completed online form, our Customer Services team will raise the job with the relevant contractor and get back to you via your preferred method of contact to confirm the appointment details, within 5 working days. 

Emergency repairs

We aim to respond to emergency repairs within 2 hours of being reported. We aim to rectify the issue within 24 hours. Please call us to report emergency repairs.

Routine repairs

We aim to respond to routine repairs within 28 days of being reported.

You will need to provide as much detail as possible when reporting the repair to us, so we can arrange for the correct tradesperson to attend first time. If a different tradesperson is required to complete the repair, this will again be dealt with as a routine repair and you may need to wait a further 28 days for this to be actioned. 

If further work is necessary, this will be fully explained to you at the time so you know what to expect.

Who will visit you?

Our general repairs contractor is Axis, a family-owned and run Repairs and Maintenance Contractor. They have been taking care of homes for over 40 years.
Axis' tradespeople are trained, experienced and qualified to ensure you receive a good service. Their Core Values ensure they never forget that they are working in your home: they prioritise treating you with respect, listening to your questions and cleaning up after themselves as well as keeping you informed about their work.
Axis operatives wear ID badges and high-viz yellow jackets so you can identify them immediately.
They work alongside Tpas, the tenant management organisation, dedicated to improving tenant engagement standards, and they are looking forward to meeting you and taking care of your home. Please don’t hesitate to say hi if you see them about!

What is an emergency repair?

Sometimes it's difficult to know exactly what's classed as an emergency. To clear up any confusion, we've put together this handy list:

  • Total loss of electricity 
  • Dangerous electrical installation
  • Total loss of water
  • Water leaks that are uncontainable 
  • Defective smoke detectors/fire alarms
  • Blocked or uncontainable leaking toilet where there is only one in your home 
  • Blocked drains and sewers if backing up in property or overflowing
  • Loss of heating in winter months (October to March)
  • Uncontainable roof leak
  • Insecure property (front or back door), or ground floor window that cannot be locked 
  • Loose roof tile, gutter or drainpipe where dangerous
  • Loose bricks or masonry where dangerous.

Anything else will be classed as a routine repair*

*Whilst not classed as an emergency repair - reports of damp and mould are a priority for us and we will make every effort to arrange the earliest possible appointment to attend the property to identify the cause of the dampness, remove any visible mould and offer advice to the resident on managing the issue until any necessary repairs can be made.

What are we responsible for?

As your landlord, we have a legal duty to carry out certain repairs and modifications when needed. As legislation changes, the responsibility for specific repairs may also change. This means that there may be times when we have carried out certain repairs in the past but because of changes in the law, a specific repair may become your responsibility, or vice versa.

Examples of repairs South Essex Homes are responsible for:

  • Structure and exterior of your home for example roof, chimney and external flues, walls, windows sills.
  • External decoration.
  • Hard wired smoke alarms. If your smoke detector is wired into the main electrical system, and has a battery back up, we still recommend you test it regularly to ensure it's working.
  • Interior walls (not including decoration), skirting boards, letter boxes, ceilings.
  • Installations for supply of water, gas, electricity and sanitation such as basins and waste pipes.
  • Heating where fitted by us.
  • Fences which form a boundary between your property and an area used by the general public.
  • Communal areas.

Certain repairs we carry out can be charged back to the resident.  This includes things such as window breakage, sink breakage, intentional damage etc. 

 Examples of repairs you are responsible for:

  • Interior decorating.
  • Changing fuses and light bulbs.
  • If you have a battery smoke detector in your property, please test it regularly, and change the battery when needed.
  • Replacing door keys and locks where you lose the key.
  • To replace a fob for a communal door which has been lost, broken, etc. To replace a communal door fob, please contact us, noting replacements are chargeable.
  • Plugs, chains, shower heads & hoses (shower heads and hoses should be replaced with the same make otherwise this can affect the shower's performance. You could incur a recharge if the shower then has to be replaced).
  • Blocked sink, bath, toilet. Initially for tenant to try to unblock with a plunger etc. If unsuccessful to report to the repairs line. If a foreign object is found it may be rechargeable.
  • Other bathroom fittings, including replacement of toilet seats.
  • Floor coverings with exception of kitchen & bathroom.
  • Washing lines.
  • Bleeding the radiators.
  • Maintaining private gardens including all vegetation and trees within your garden, dustbins and refuse areas.
  • Fences that divide your home and neighbouring properties – you will have received details of your fence responsibilities when your tenancy commenced, but you can contact your Tenancy Services Officer if you require clarification.
  • Gaining entry to the property due to lost keys, broken windows and any other damage not from general wear and tear.
  • Fittings and appliances supplied by yourself, such as plumbing in washing machines.
  • Anything you have installed/fitted within the property yourself.
  • Pest control within your own house or flat. This includes mice and bed bugs. We will fill holes if necessary following removal. Please notify us if there is a pest problem within a communal area.
  • If you require a key safe to be fitted, please check with us and confirm the reason why. In some cases this will be carried out, but please bear in mind it may be chargeable.