Repairs – your questions answered

All our homes need some tender loving care from time to time and Isos employs a team of specialist trade staff to do just that.


To report a repair online now, you can go straight to My Isos Home. Once you’ve registered, it’s the quickest and easiest way to report a repair.

You can also call our customer services team on 0300 300 1505 or email us at If your repair is an emergency, and your safety or security is at risk, then the best way to get in touch is by calling us. You’ll need to give us as much information as you can about the repair that needs doing.

Repair questions answered

Is Isos responsible for my repair – or am I?

There are some basic repairs we ask you to do as part of the maintenance and upkeep of your home. Before reporting your repair take a minute to check whether the repair is something we can do for you, or something you will be asked to do for yourself. If the repair is something you need to do yourself Isos often runs training classes to teach our residents basic repair skills. Any upcoming courses will be advertised on our website.

What is Isos responsible for repairing?

We are responsible for:

  • Ensuring your home is secure, structurally sound and weather-tight
  • Any communal areas
  • Fixtures and fittings we have installed
  • Maintaining hot and cold water supply systems
  • Maintaining windows and doors, gutters and drains
  • All gas pipes, heating systems, electric wiring, power and light fittings
  • Any items we originally provided that are not listed as your responsibility

What repairs am I responsible for?

You are responsible for:

  • Keeping your home and garden clean and tidy
  • Letting us know if you notice a repair is needed
  • Repairing and maintaining and fitting or appliance you have installed
  • Allowing us into your home to carry out repairs, safety checks and inspections
  • Decorating inside your home
  • Preventing pipes from freezing or bursting
  • Preventing and controlling condensation
  • Draught proofing
  • Curtain rails, washing lines and door bells
  • Minor adjustments to kitchen units, cupboards and drawers
  • Cleaning extractor fans
  • Wall and floor tiles
  • Fixing toilet seats
  • Bleeding radiators
  • Replacing glass in windows and doors unless the damage was vandalism reported to the police
  • Resetting trip switches
  • Replacing plugs and chains on baths, basins and sinks
  • Replacing keys or locks
  • Replacing light-bulbs, plugs and fuses to your appliances
  • Dealing with pests
  • Clearing blockages in basins, sinks, baths and toilets

Can I book a repair appointment?

Our trade staff work from 8am to 4pm Monday to Thursday and 8am to 3.30pm on Fridays. We offer appointments on specific dates agreed with you, so everyone gets a pre-booked time slot for their repair.

Does Isos charge for repairs?

Sometimes we will ask you to pay for the repair to your home. This is usually if you, your friends or family have deliberately damaged or neglected your home, or any communal areas. We will repair the damage, but ask you to cover the cost. If you fix the damage yourself, but it’s not up to our standard we may also charge you for the costs of us putting it right.

Who will do my repair?

Isos has its own team of multi-skilled trade staff – you’ll often see them out and about in their vans. We don’t employ other companies to do our repair work for us, so you can relax in the knowledge that your repair will be done to a professional standard.

How else can I book a repair?

As well as using My Isos Home, calling or emailing, you can write to us or visit one of our offices. Click here for our contact details.

I’m a leaseholder – will Isos do my repairs?

As a rule, Isos will repair the outside of leaseholder properties, while leaseholders are responsible for interior repairs. Visit our leaseholder repairs and maintenance page for more detailed information.

Help – I’m locked out!

If you lose your key and call Isos for an emergency repair, then you will be asked to pay for the cost of the locksmith’s visit. This is usually more than £100 – so be careful with your keys!


Twisting Ducks’ guide to the Isos repairs process.

Twisting Ducks are a theatre group making accessible drama for people with learning disabilities and the wider community

Twisting Ducks' Repairs

Twisting Ducks’ guide to paying your rent.

Twisting Ducks are a theatre group making accessible drama for people with learning disabilities and the wider community.


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