By email: GH.ReportsRepairs@guinness.org.uk  
By phone: 0300 303 8034 - 9am to 5pm Monday to Friday (excluding bank holidays)
Online: Complete our online form

Reporting a repair

When you report a repair it helps us if you tell us:

• Your name
• Exactly what is wrong or you think is wrong
• Your full address including postcode
• Your phone number
• If there are elderly, very young or have disabled members of your household at home
• The best time for the repair to be done – either morning or afternoon

You will be given a reference number for the repair which you should note and use it if you make any further enquiries about the repair. It will also give you the dates we have to get the repair done or you will have been given a firm appointment. If the repair is not done in that time you should contact the repairs call centre to find out progress information.

We must deal with repairs within certain timescales. If we don’t do the work within the second time of asking, you may be entitled to compensation. Please request our leaflet ‘Compensation for Repairs and Improvements’.

Urgent or routine

We will decide if it is:

Urgent (for example, leaking radiators, entry phone not working, leaking roof, partial loss of power/light, a minor leak, toilet not flushing where you have another WC in the property) - our contractor will attend within 5 working days or 7 calendar days; or

Routine (for example, dripping gutters, plasterwork, repairs to internal doors, loss of TV signal, damage to cupboards/drawers, replacement of bath panels or fences) - our contractor will attend within 22 working days or 28 calendar days.

In each case our contractor will telephone you to make an appointment.

However, if these works are going to be included as part of a planned programme within the following 12 months they may be carried out as part of that programme and you will be informed.