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Repairs and safety in your home

We want you to feel safe, comfortable and confident living in your home with us. This section explains how repairs and safety work at Lifestone – what we do, what you can expect, and how you can help keep your home safe.

Reporting a repair

If something breaks or isn’t working properly, you can report a repair in the way that suits you:

Via your online resident portal (MyLifestone)
By phone: 0300 303 1010
By email: Repairs@lifestone.co.uk
Using LiveChat on our website

We will respond quickly and keep you informed of when someone will attend.

Emergencies

If there is a risk to your health, safety or to the building (for example a major leak, no heating in winter, or lift failure) call 0300 303 1010 immediately. We operate a 24/7 emergency repairs service.

Repairs standard
Check out our Repairs Standard here, it will let you know what you are responsible for and what we are responsible for.

Who is responsible for what?

Maintaining your home is a shared responsibility between you and Lifestone. Here’s a general guide:

You are responsible for small things like replacing light bulbs, clearing minor blockages (if you caused them), replacing sink plugs and chains, managing condensation to avoid mould and carrying out regular safety checks (e.g., testing your smoke alarm monthly).
Lifestone is responsible for bigger structural items and communal systems – such as walls, roofs, windows, external doors, communal lighting and lifts in blocks, major plumbing and electrical installations.

You can view the full list of who is responsible for what, here. If you’re ever unsure, call our Customer Services team and we can let you know.

Safety and inspections

Your home must meet legal safety standards, and we carry out regular checks to keep it that way:

Annual gas safety checks on appliances and pipework.
Electrical installation condition reports (EICR) in individual homes every five years (or sooner when required)
Fire risk assessments and fire-safety testing in communal areas (for blocks of flats)
Asbestos surveys in older buildings or where disruptive works are planned – you should never disturb material you suspect may contain asbestos.

What to expect when we visit

When a contractor or engineer is attending your home, we’ll tell you:

The time-window of the appointment (we may text you if we have your mobile number)
What is being done and whether any follow-up is required
What you need to do to allow safe access to the area / ensure the repair is effective.

Preventing problems in your home

There are things you can do to keep your home safe and comfortable:

Regularly test your smoke and carbon monoxide alarms and let us know if they don’t work
Ventilate your home and use extractor fans to reduce condensation and avoid mould
Report damp, leaks or structural damage as soon as possible so we can act early.
Let us know if your heating, hot water, or electrical systems aren’t working properly — these may be emergencies.

Making the most of your home

By working together we’ll keep your home safe and in good condition throughout your tenancy with us. If you’d like more detail on repairs responsibilities, safety checks, or inspection schedules – you’ll find them in our “Information for Tenants” booklet.

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