Repairs in your home

Man reporting a repair online using his phoneIf you need to report a repair for something that’s our responsibility, there are a number of different ways to do it. 

Your responsibilities for repair work will be different depending on whether you rent a property from us or are a leaseholder or homeowner.

Find out more about repair responsibilities here. 
 

Reporting repairs

If the repair is our responsibility to fix, you need to report it to us. And there are lots of ways to do this.

The contact details you need to use to contact us will depend on who previously managed your home - either AmicusHorizon or Viridian Housing.

We explain this when we sign up new Optivo customers. But if you’re not sure, please use our online postcode checking tool on this page to find out. Just pop in your postcode and select the "Look up postcode" button. It will tell you if you live in a former AmicusHorizon property or a former Viridian property. Once you know who to contact, select the appropriate blue box below to find out how to contact us about your repair.

Reporting a repair if your landlord was previously AmicusHorizon


Image: AmicusHorizon logoIf your home is a former AmicusHorizon property, the easiest and quickest way to report any repairs is on MyAccount, your free and secure online service.


Go to MyAccount

You can also report repairs by email, online chat or phone. Full details are provided below: 

Image: MyAccount

MyAccount
With our free online service MyAccount you can report a repair, pay your rent, view your rent statement and service charge information, and lots more! 

Click here to login or sign up here.
 

Image: EmailEmail us
It's easy to report a repair using our online form. If you prefer, please email us at contactus@optivo.org.uk (if urgent please call).
 


Image: phoneBy telephone:
You can call us on 0800 121 60 60 or text us on 07786 204971.

 

We’re available 8am to 5pm Monday to Friday. We run an out-of-hours service for emergency repairs only outside of these times.

Please note: if you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.


Please click here to find out more about reporting repairs.

Reporting a repair if your landlord was previously Viridian Housing

Image: Viridian Housing logoIf your home is a former Viridian Housing property, you can report repairs online using My Viridian.

You can also report repairs by email, online chat or phone.



Image: MyViridian iconMy Viridian
Our online service My Viridian lets you report repairs and also keep track of your rent and service charges online. Visit My Viridian.
 

Image: Telephone iconTelephone:
Call us on 0330 123 0220*
Our customer service centre is open Monday to Friday from 8am – 6pm. We run an out-of-hours service for emergency repairs only outside of these times.

Please note: if you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.
 

Image: Chat iconOnline chat:
You can talk to one of our advisors using our new chat facility. Please note, this service is available 9am – 5pm (Mon to Fri). Click here to chat now


Image: Email us iconEmail:
It's easy to get in touch using our online form below. If you prefer, please email us at csclondon@optivo.org.uk.

 Security code


Please click here to find out more about reporting repairs


*Calls are charged at national rates.

Emergency repairs

An emergency repair is anything which causes immediate risk to your health and safety or has damaged the structure of your home.

 Emergency repairs include things like: 
  • Severe flooding/uncontainable leaks 
  • Gas leaks (Southern Gas Networks)
  • Complete electrical failure
  • Board ups & securing property
  • Passenger and Mobility lift breakdowns.
 Our emergency repair service is ‘make safe’ only.
 

Who to call?

If you have an emergency repair, don’t report it online or in writing. Please call us.
  • If your landlord was previously AmicusHorizon, please call 0800 121 60 60
  • If your landlord was previously Viridian Housing, the number is 0330 123 0220
 
We’re available to call from 8am to 6pm Monday to Friday.

Outside of these times, we run an out-of-hours service for emergency repairs only.

Please note: if you provide misleading or false information which makes us believe your repair is an emergency when it isn’t, we may charge you for the call-out.
 

Gas leaks

If you need to report a gas leak, please call National Grid on 0800 111999 or go online at www.nationalgrid.com.
 

Electrical emergencies

If you need to report a powercut or electrical emergency, please contact The UK Power Network on 0800 31 63 105 or 105 or go online at www.ukpowernetworks.co.uk/internet/en/contact-us/ 

Heating and gas repairs


How you contact us for gas or heating repair work may be different to how you report other repairs.

This depends on which organisation previously managed the property you live in (AmicusHorizon or Viridian Housing).
 
Not sure who to contact?  Use the online postcode checking tool on this page to find out. Just pop in your postcode, select the ‘Look up postcode’ button and you’ll see if your previous landlord was AmicusHorizon or Viridian Housing. Once you know who to contact, click the appropriate blue box above to find out how to contact us about your repair.
 



When reporting your repair please try to provide us with as much information as possible about the work required. 

Letting us know key information such as when the problem started, details of where we can find the issue and what (if anything) is broken will allow us to assess the work involved more accurately and help to speed up the repair process. If possible it’s also helpful to provide us with the make or model number (if known) of any faulty items.

Property Lookup

Please enter your postcode into the box below to find out whether your home was previously owned by Viridian Housing or AmicusHorizon.