Repairs and maintenance FAQs

Here are answers to some common questions about our repairs and maintenance service:

My smoke alarm doesn't work properly. What should I do?

  • If your smoke alarm is battery operated, please try changing the battery yourself
  • If that doesn’t work, or if it’s hard wired, please contact us
  • If you’re not sure which type you have, please contact us and we'll be able to let you know.

Who do I contact if I have an emergency in the evening or on a weekend?

Call us on 0344 736 0066 and a member of our out of hours team will be happy to help you.

Do you put carbon monoxide alarms in all properties?

Yes. We install carbon monoxide alarms in all homes with a gas supply and we’ll fix them if there’s a problem.

Who is responsible for graffiti?

  • If graffiti has been done on one of our buildings and wasn’t caused by a resident living in the property, we’ll remove it
  • Offensive graffiti  is removed within  4 hours
  • Other graffiti is removed within  20 days
  • If graffiti is not on our property, please contact your local council.

After a new carpet is fitted in a property, do you plane the door down?

Unfortunately, we do not plane doors down after you have had fitted a carpet. This is the same whether the property is general needs or independent living.

Can I bury my deceased pet in my garden?

Yes you can, but you must follow this guidance:

  • Please bury your deceased in something biodegradable, like a towel, blanket or a wooden, wicker or cardboard box. Do not use plastic or anything else that is non-biodegradable
  • Avoid burying near water, gas or electric pipes
  • Bury at least two feet deep
  • Check with your vet that the cause of death isn’t harmful to the environment.

Am I allowed a shed in my garden?

Yes, you are allowed a shed in your garden. First, you must:

  • Ask Regenda for permission. This applies whether the shed will be in your own garden or a communal garden. You can find more information about home improvements here.
  • The shed must be a standard size and no larger than 6ft by 4ft
  • Place it respectfully, not too close to homes or boundaries
  • Avoid storing flammable items like petrol or gas bottles
  • Maintain it yourself and remove it if you move out.

My garden floods during wet weather. What should I do?

Garden care is your responsibility. To help prevent flooding:

  • Clear leaves and garden waste
  • Make sure drains aren’t blocked
  • Avoid walking on wet soil
  • Use a garden fork to aerate your lawn.

Do you maintain trees, or cut them down if they are a nuisance?

We maintain trees in communal areas. If the tree is in your garden and isn’t causing damage to your home or causing a health and safety risk, it is your responsibility to maintain it.

Can you soundproof my property?

No, unfortunately we do not provide this service to our customers.

Why can't I cancel or reschedule my repair online?

Most repair appointments can be cancelled or rescheduled through the portal. However, some repairs cannot be managed online and will need to be changed by our team.
This may be because:
  • The appointment is due to take place within the next 48 hours.
  • The repair was arranged by a member of our team rather than through the portal.
  • The repair relates to a specialist service or compliance requirement.
  • Additional scheduling controls apply to this type of repair.
If you have requested a cancellation and the repair shows as Pending Cancellation, your request has been received and will be reviewed by our team. Please allow up to 48 hours for the cancellation to be processed. Please do not try to reschedule or cancel this again as it will result in an error.
If you need to discuss your appointment or require further assistance, please contact our Customer Service Team on 0344 736 0066.