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Reporting a repair

How do I report a repair?

You can report a repair in a number of different ways –

Our customer contact centre is available from 8am – 8pm, Monday to Friday and 9:30am – 1:00pm on Saturdays.
Our colleagues are available to log a repair via our online chat service when you see the live chat button below.
You can also call us on freephone 0800 561 0007.
The quietest time to call our contact centre is between 6pm and 8pm Monday to Friday.
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Repair appointment times

We know how important it is to you that we provide a flexible and responsive repairs service. To meet your needs, we offer our appointments in a variety of slots:

 

Monday to Friday
Morning (AM) Afternoon (PM) School run All day
8am – 12pm 12pm – 5pm 9:30am – 2:30pm 8am – 5pm

 

Saturday
Gas appointments only
9:30am – 1:00pm

 

When you call to report your repair, we’ll let you know what the response times are for the type of repair you’re reporting. We’ll also offer you an appointment for your repair and advise you how long it’s likely to take and what it will involve.

All repairs on our properties are undertaken by Livv Maintenance Ltd.

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Response times

We agree to perform any major repairs and maintenance to your home. These repairs fall into two groups; emergency and routine.

Emergency

This is classed as threatening your safety or harming you or your property. This could be things such as a total loss of electrical power or water supply, or a gas leak.

We will respond to emergency repairs within 24 hours.

Urgent

This is classed as faults which are not threatening your safety, but may cause harm to your property if not dealt with urgently. This could be things like a minor leak to the roof, or loss of heating in warmer months.

We will respond to emergency repairs within 7 days.

Routine

This is classed as faults causing minor inconvenience and unlikely to damage your property at the same time. This could be anything from a dripping tap to a bath which is slow to empty.

We will respond to routine repairs within 28 days.

Which repairs am I responsible for?

Our dedicated maintenance team are here to ensure that your home remains in an excellent condition. Together we are responsible for keeping homes in good condition: take a look at our handy guide so you know which repairs you are responsible for.

Repairs guide  Repairs policy

Repair responsibilities

As part of your Tenancy Agreement you agree to maintain your home to a reasonable standard. If you do not do this and we are required to do any repairs to your home, you may have to pay for the cost of the repair. We will charge for repairs in the following instances:

  • any act of vandalism
  • damage to interior furnishings, if supplied by us
  • any act of negligence, including repeated lock changes
  • removal of rubbish left in the home, outhouse or garden area if your tenancy is terminated.

Please contact our team to discuss the cost of any chargeable repairs.

Customers will be advised that they have the right to appeal against any recharge amount by writing to the Client Services Team at the address below. Livv Housing Group, Lakeview Kings Business Park Prescot, Merseyside, L34 1PJ