Report A Repair

Visit Our Repairs Standard page initially for information on how we prioritise repairs and how we define emergency repairs.

Repairs (not heating and hot water systems)

Online 

Please use our step-by-step, online reporting service for non-emergency repairs. This service has easy-to-follow diagrams and text boxes.

This service is available 24 hours a day throughout the year. It provides you with a simple, convenient way to report your repair problem. By clicking on a picture you can identify the repair problem and send the details to us to action.

Repairs that are not emergencies will normally be carried out within 28 working days.

Apps & Tenant Portal

You can also use the Your Ashford app or Tenants Portal to report repairs.

Emergency repairs (outside normal office working hours)

Please call 01233 330366. 

This service operates outside of normal office hours on weekdays and all day and night at weekends and on public holidays.

If the repair is an emergency we will arrange for our contractor to visit. This will usually take place within the next two hours. The contractor will complete a repair or make the area safe until repair work can be done during normal working hours.

Please note, as with other repairs, you may be recharged if you, others in your household, or someone visiting you has caused the problem.

Heating and Hot Water systems

Contact our heating and hot water contractor Sureserve Compliance South (formerly known as Swale Heating), using the following options:

Emergency repair requests

Telephone 0800 206 1371 (free from landlines) or 01795 477098

Phone lines are open 24 hours a day throughout the year and can also be used for all other enquiries.

Non-emergency repairs

For non-emergency repairs and all other enquiries, please contact Swale Heating via email SCS.callcentre@sureserve.co.uk. 

Or, you can discuss your heating or hot water repair/service with our heating management agent, GCS.

Repairs handbook

You can view our repairs handbook to help you understand what you can expect from our repairs service. It gives advice on resolving simple repair problems and explains what to do in an emergency repair situation.