If your property needs emergency repairs, please call NPH immediately on 0300 330 7003.

Report a repair

We are currently experiencing extremely high demand for repairs appointments, which means there is a longer wait for non-urgent repairs than usual.

We are working hard to reduce wait times, while ensuring the safety of residents who need emergency repairs. We are sorry for any inconvenience and appreciate your patience at this busy time.

You can report repairs online through Your NPH. You will need to register with Your NPH using your tenancy reference number before using this service.

Before reporting a repair, please check if the repair is your responsibility below or you may be recharged before an appointment is made.

You are responsible for certain repairs including damage to your home.

You can book NPH’s repairs service to make this type of repair but in most cases you will be asked for payment upfront before we will make an appointment. This is called a rechargeable repair.

You should tell us what has happened, and seek permission first before making your own repair.

Repairs you are responsible for

Tenants are responsible for:

  • replacing keys or locks when keys are lost or stolen or when you get you get locked out (including garages and outbuildings)
  • trying to clear blockages in basins, sinks baths or toilets
  • decorating
  • resetting trip switches
  • replacing light bulbs or fluorescent tubes
  • putting up television aerials and satellite dishes (only with our permission)
  • maintaining garden paths (except any that lead from the boundary gate to the front and back doors)
  • replacing clothes lines and rotary driers (unless for communal use)
  • replacing plugs and chains in baths, sinks and basins
  • replacing handles and latches to doors and kitchen units
  • adjusting doors when new carpets and laminate floorings have been fitted
  • testing and cleaning smoke detectors
  • fitting waste supply pipework and vents for washing machines
  • keeping your gully grids clear of leaves
  • replacing door knockers, bells or security chains
  • replacing toilet seats and flush chains

All NPH repairs are carried out either by:

  • our own workforce
  • specialist contractors we select from an approved list

We are responsible for repairs:

Outside your property

We are responsible for:

  • the main structure of the building
  • any fittings and appliances we originally supplied

Inside your home

We are responsible for:

  • pipes
  • wiring
  • heating systems
  • drainage
  • power and light fittings
  • any fittings or facilities in communal areas

In the garden

We are responsible for:

  • fences
  • walls
  • outbuildings
  • sheds or coal bunkers that were originally put up by NPH (or Northampton Borough council previously)
  • the main paths from the boundary of your property to your front and back door

By law we must also conduct an annual safety check and service of your gas supply, which is done by a specialist contractor.

NPH carry out ongoing maintenance work to the outside of properties. The programme is agreed in consultation with tenants and leaseholders.

If you are unhappy with NPH’s response and are considering further action, please first read about legal disrepairs.

If you are not able to report your repair online or cannot register for Your NPH, you can call NPH’s repairs service on 0300 330 7003.

We aim to get repairs right first time

We will do this by:

  • Sending a fully trained and multi skilled tradesperson to carry out the repair on the first visit, at the appointed time slot
  • Stocking our vehicles with the most frequently used materials so that most repairs can be completed at the first visit

We will seek your feedback

We regularly seek customer feedback on our repairs service to help us ensure we provide a customer focused service:

  • Calls to 100 tenants who have recently  experienced a completed repair job are made every month by Acuity, an independent market research company

We will provide a variety of ways for you to report your repair

Including:

  • By calling us
  • Reporting online
  • Using customer telephones at the Guildhall One Stop Shop

We will offer appointment options for you to choose from to fit in with your plans

We will confirm all appointments

We’ll send you follow up texts:

  • When the appointment is initially booked
  • On the day before the appointment
  • When the tradesperson is on their way

We will provide an option for you to rearrange your appointment

By providing a telephone number for existing repairs queries

We will change the repairs timescales if you have a vulnerability and need more urgent attention

Repairs that NPH will recharge for

We will recharge you for certain types of repairs:

Damage to your home

This includes emergency repairs caused by deliberate damage, vandalism, neglect or botched DIY by you, members or your household or visitors to your home.

Misreporting a repair

A misreported repair includes reporting a repair as an emergency when there is not one.

Lock Changes

If you lose your keys or find yourself locked out of your house, we advise you to employ a locksmith to get you back in and change the lock. If you decide to employ NPH to change your locks, you will need to pay the cost of the work upfront. We will only carry out the work without payment upfront if your keys are stolen and you have a valid crime reference number from the Police.

Unauthorised alterations/ DIY

You must have written permission from NPH before starting alterations or improvements to your home (not for decorating). Before you move out, you must check whether you are expected to return the property back to its original condition.

Legal costs incurred by NPH for access

When NPH cannot gain entry to your home for gas servicing or electrical works the legal costs can be up to £400.

Tips for avoiding recharges

Here are a few tips to avoid being recharged for a repair:

  • Ask a friend or relative to keep a spare set of keys for you.
  • Beware of DIY – botched jobs or alterations we haven’t authorised could be expensive.
  • Don’t pretend your repair is an emergency to get it done quicker.
  • If you’re moving out, make sure you leave the property empty, clean and tidy.
  • Take out home insurance – we have useful information about home contents insurance on our site here

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