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Report a repair

Reporting a repair at your house in Leeds shouldn't be a hassle; read the information below to learn how.

Report a Repair

General Repair Reporting

Whether you are in professional or student accommodation in Leeds, things can always go wrong no matter how well your rental property is looked after. It’s up to us to make sure these are put right, and to do this as quickly and as painlessly as possible. To help us to achieve this, and to make things nice and easy for our tenants, we’ve set up an online repair reporting platform. This is accessed through the “Report a Repair” button which allows us, and whichever contractor is allocated your job, to view the repair. Iit also means you can receive updates on the progress and any follow up works that may be required.


If you have an emergency repair, you should still report the issue through the Report a Repair link above. After you have reported the repair, you should also call our office number (0113) 816 0131 to report the issue so we can action this straight away.

For all out of hours emergencies, you should still report the repair using the link above but there is no requirement for you to call the office. In certain repair situations, a contact number for our out of hours contractor will be presented to you on screen when reporting the repair. You should call this number, when prompted, and they will endeavour to assist you with the issue. All other (non-emergency) repairs reported out of hours will be tended to when the office reopens.

Our Maintenance Team

We like to look after our tenants and we like to look after our properties. (We also like our tenants to look after them too!) We have a variety of strictly vetted and highly-trained contractors available at our disposal and we aim to beat any other agency in terms of our repair times for all jobs, be they large or small.

At Sugarhouse, we pride ourselves on easy online reporting, a swift response and the minimum of fuss!

Further Information

When you move into your student or professional accommodation with us, your welcome pack and detailed property inventory will contain answers to many of the questions you may have about your new home.

You can also visit our hugely popular YouTube Channel to view our selection of tenant self-help videos that will guide you through some of the tasks you’ll need to routinely undertake as tenants (such as bleeding radiators, connecting up your wifi or even changing lightbulbs). For some of you, especially tenants moving into student accommodation in Leeds for the first time, this may be the first time you have rented a property and we will aim to do everything we can to support and help you.

Our Standard Repair Response Times

Although things can go wrong in a house from time to time, we endeavour to adhere to a standard of repair response times to make sure problems are prioritised and dealt with quickly. We’ll do our best, working to these timescales, to ensure that we get everything resolved as soon as possible. Please see our standard repair response times in the boxes below:

Priority 1 – Emergency Repairs
Required to avoid danger to life or damage to property.
Target: Within 24 hours of being notified of the repair.

E.G – Gas leak, Flood or Serious Leak, Fire, No Functioning WC, Break-in or Property not secure

Priority 2 – Urgent Repairs
Repairs which materially affect the comfort or convenience of the tenant/s. Required to avoid danger to life or damage to property.
Target: Within 48-72 hours of being notified of the repair.

E.G – No heating or hot water, Roof leaks & other Smaller Leaks, Oven fault, No Functioning Shower, Fridge or Freezer Not Working, Signs of Damp, Fire Alarm and Electrical Faults, Pest Control

Priority 3 – Non-Urgent (day to day repairs)
Repairs that can wait a short time before being attended to.
Target: Within 10 days of being notified of the repair.

E.G – Broken units & woodwork, General appliance faults (inc. Washing Machines, TV’s, microwaves, dishwashers etc.), Broken furniture, Curtains & Blinds, Blocked Drains, General Plumbing (dripping taps etc.), Light fittings

Priority 4 – General Upkeep & Routine Maintenance
Non-urgent repairs that are not time sensitive.
Target: Within 28 days of being notified of the repair.

E.G – Painting & Decorating, Damaged or Mouldy Bath Seals & Tiles, Gardening.

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