You can report a repair or maintenance issue
By telephone:
Mon-Fri 9am – 5pm:
0800 389 5224
Evenings and weekends (emergencies only):
01489 866720
By email:
Contact us by email about maintenance and repairs at the address: repairs@transformhousing.org.uk
By form:
Complete a maintenance issue form. Your request will be passed to our maintenance team.
Get Involved
Have your say and help shape the services we provide
Transform Housing Client Site
Find information and services to help manage your home
Will the warm homes project will visit you?
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Client satisfaction survey results
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Transform Housing Client Site
Find information and services to help manage your home
Information and services to help manage your home
Find information and services to help you with repairs, safety, and support.
Need help? Call us on 01372 387112 (Monday to Friday, 9am to 5pm)
Your voice matters
At Transform Housing, we believe clients should directly shape service delivery. There are many ways you can get involved, share your views, and make a real difference to how we work.
Client forum
Join our bi-monthly meetings where clients and staff work together to influence Transform’s operations.
- Meet every two months
- Review and influence policies
- Help develop surveys and questionnaires
- Work directly with staff on service improvements
How to get involved: Speak to a member of staff to join the next forum
Client Events
Get involved in social activities throughout the year and help organize events for the community.
- BBQ and social gathersings
- Cinema trips
- Seasonal celebrations
- helps plan and organise events
How to get involved: Tell your keyworker if you’d like to help organize events
House Meetings
Regular meetings in shared houses to discuss what’s happening and share your comments.
- Find out what’s happening in your house
- Get updates about Transform generally
- Share your views and comments
- Meet with other residents
How to get involved: Check with your house staff for meeting schedules
Local fundraising
Take part in fundraising events throughout the year to support training courses and move-on grants.
- Year-round fundraising events
- Funds support client training courses
- Helps provide move-on grants
- Community participation encouraged
How to get involved: Ask staff about upcoming fundraising opportunities
Give feedback
Client Engagement Strategy 2024 – 2027
We have teamed up with a number of Transform clients who have worked with us to develop ways for clients to be involved in in the services we provide for you. This joint approach is written down in our Client Engagement Strategy which you can download by clicking the button below
Staying informed
Client Forum and client involvement updates
After every Client Forum meeting we produce a Client Forum update.
This is an at-a-glance summary of the key issues that were discussed in the meeting so that everybody can be kept informed of what is happening within Transform regarding client engagement.
At the end of each year, we also produce an annual update highlighting client involvement activities for the year.
Latest client forum update>
Annual client forum update >
Satisfaction surveys
Each year we invite clients to complete a survey asking for feedback on the services we provide. We then produce a report on the results which we feedback to clients.
See latest satisfaction survey result >
What do you need to do?
Important updates
Warm Homes Project
Apply for support to improve your home’s energy efficiency and reduce heating costs.
Find out more >
Client satisfaction survey
Help us improve our services by completing our short satisfaction survey.
Find out more >
Information and guidance
Repairs and maintenance
Report a repair
Response times
Decent homes standard
Your responsibilities
Go to handbook >
Contact and support
Warm Homes Project
Phone
0143 3456 1234
Info@transformhousing.com
Opening hours
Monday to Friday, 9am to 5pm
Emergency repairs
If you have an emergency repair (such as no heating, serious leak, or unsafe electrics), call us immediately.
Our commitment to your safety
Transform is committed to providing safe homes and safe working environments for everyone affected by our activities.A full copy of the Health and Safety policy is available here.
If you have any questions about health and safety, contact our Health & Safety Lead Steven Dicks at healthandsafety@transformhousing.org.uk or call 01372 387112
Safety guidance
Damp and Mould
Guidance on preventing and reporting damp and mould issues in your home, including Awaab’s Law requirements
Read guidance >
Fire safety
Essential fire safety information, including smoke alarms, escape plans, and fire prevention tips
Read guidance >
Carbon Monoxide
How to stay safe from carbon monoxide poisoning and what to do if your alarm sounds
Read guidance >
Electrical Safety
Important electrical safety guidance and when to report electrical issues
Read guidance >
Gas Safety
Gas safety checks, what to do if you smell gas, and your responsibilities
Read guidance >
Asbestos Safety
Information about asbestos in properties and how we manage it safely
Read guidance >
Water Safety and Legionella
Preventing legionella and maintaining safe water systems in your home
Read guidance >
Building safety
Safety information for buildings over 11 metres including inspections and regulations
Read guidance >
General Home Safety
Property inspections, staying safe in your home, and online safety
Read guidance >
Safety management plans
Transform maintains detailed management plans for each safety area with dedicated legislation. These plans outline how we ensure compliance and keep our properties safe.
Available management plans:
- Asbestos safety management plan
- Electrical safety management plan
- Fire safety management plan
- Gas safety management plan
- Legionella management plan
- Damp & Mould Management plan
- Lifts management plan
To request a copy of any management plan, please email healthandsafety@transformhousing.org.uk
Our services
Supported housing
Make safe within 24 hours
We accommodate 800 people across Surrey, London Borough of Sutton, Berkshire, and West Sussex
- Provision in shared housing and single flats – we provide specialist housing and support services for people who are homeless or at risk of becoming so. We offer people a safe place to live, where they can gain stability.
- Every client has their own keyworker, who provides one-to-one support to address the issues the person is facing. Keyworker and client work together to agree a support plan. All of our housing services are designed to enable people to develop the skills and confidence to live more independently.
Housing-Related Support
Assistance for people living in their own homes who are struggling to maintain independent living
- Our housing-related support services assist people in their own homes who are experiencing issues with their housing. People may be finding it difficult to maintain living in their own homes or require extra support to be able to live independently.
Temporary Accommodation
We work with local councils to provide temporary accommodation for homeless people and families.
- These projects offer a home for local people who find themselves homeless. Clients are referred by the council and must have a connection to the local area to be eligible for housing.
Other Services
Transform colleagues provide support so clients can settle into their home and deal with any housing issues such as repairs, rent payments, and health and safety. They assist people to move to more permanent accommodation when they are ready.
- Floating support services
- 24/7 staffed higher support services for more complex needs
- Sheltered housing for older people
- Housing management only service
How we deliver our services
Accommodation types
Hostels
Shared houses
Self-contained flats
Support levels
24-hour staff cover
High support
Low support
Duration
Short-term – up to two years
Long-term – over two years
The people we support
The people we support
Where do we operate?
Transform operates local offices across multiple locations:
Information for clients
Client Handbook
Training Modules
Get involved
Key services
Report a repair or maintenance issue
We carry out regular maintenance to ensure you home is safe and comfortable if you need to report a repair, submit a report by clicking the link above.
Check if a repair is urgent by going to Response times
Client handbook quick links
Our Policies
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Phone numbers
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Staying safe at home
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Your tenancy agreement
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Emergency
Depending on the emergency, we aim to make it safe within 24 hours of being notified.
This category includes:
- Water leaks where the supply cannot be isolated
- Total loss of mains water or electricity (unless it is a general fault with the supplier)
- Electrical check after leaks and flooding
Flooding / burst pipes - Blocked toilet (where it is the only toilet in the property)
- Making secure after a fire or break-in (boarding up)
- Total loss of heating (winter)
- Serious electrical faults
- Anything potentially dangerous or life threatening
If you are experiencing one of the problems above, please contact us:
Monday – Friday, 9am – 5pm: 0800 389 5224
Evenings and weekends (emergencies only): 01489 866720
Routine
We aim to complete repairs within 6 weeks (30 working days).
This category includes:
- Minor plumbing faults
- Minor electrical faults
- Sealant around sinks or baths
- Replacement components
- Plastering
- Television/aerial related repairs
How to report a repair or maintenance issue
By telephone:
Monday – Friday, 9am – 5pm: 0800 389 5224
Evenings and weekends (emergencies only): 01489 866720
Via email:
repairs@transformhousing.org.uk
Submit a maintenance issue form
Complete a maintenance issue form. Your request will be passed to our maintenance team.
Services We Provide
Housing and support services for vulnerable people across Surrey, Berkshire, West Sussex and London
The people we support are some of the most vulnerable in our society
We provide housing and related support services to clients to empower them to manage the issues they are facing, gain new skills, and increase their confidence. We provide our services in a trauma-informed way and tailor this to each individual person’s needs. We do this to enable them to improve their lives and live more independently.
The services we provide
Supported housing:
Provision in shared housing and single flats – we provide specialist housing and support services for people who are homeless or at risk of becoming so. We provide accommodation for 800 people across Surrey, the London Borough of Sutton, and parts of Berkshire and West Sussex. We offer people a safe place to live, where they can gain stability.
Every client has their own keyworker, who provides one-to-one support to address the issues the person is facing. Keyworker and client work together to agree a support plan. All of our housing services are designed to enable people to develop the skills and confidence to live more independently
Housing-related support:
Our housing-related support services assist people in their own homes who are experiencing issues with their housing. People may be finding it difficult to maintain living in their own homes or require extra support to be able to live independently.
Temporary accommodation:
We work with local councils to provide temporary accommodation for homeless people and families.
These projects offer a home for local people who find themselves homeless. Clients are referred by the council and must have a connection to the local area to be eligible for housing.
Other types of service:
Transform colleagues provide support so clients can settle into their home and deal with any housing issues such as repairs, rent payments, and health and safety. They assist people to move to more permanent accommodation when they are ready.
- Floating support services
- Higher support need services for more complex needs with 24/7 staff
- Sheltered housing for older people
- Housing management only service
How we provide our services
We deliver these in a range of settings and working in partnership with a number of local authorities and local agencies.
Accommodation
- Hostels
- Shared houses
- Self-contained flats
Support level
- 24-hour staff cover
- High support
- Low support
Length of stay
- Short-term – up to two years
- Long-term – over two years
Where do we operate?
To find out more about what we offer in each location, check out our local offices:
The people we support
We provide support to a whole range of people, please check below for eligibility:
- Young people (16+), including looked after children and care leavers
- People with mental health issues
- Single homeless people including those presenting with multiple and complex needs
- People in need of housing related support
- People in recovery from substance misuse
- People with a history of offending
- People with learning disabilities
- Young mothers and babies
- Unaccompanied young asylum seekers
- Older people
The people we support
Where do we operate?
Transform operates local offices across multiple locations:
Types of repair & Response times
We prioritise repairs based on urgency. These categories are a guide — emergencies are dealt with quickly, while less urgent work may take longer.
Emergency
Made safe within
- Water leaks where supply cannot be isolated
- Total loss of mains water or electricity
- Electrical check after flooding
- Flooding / burst pipes
- Blocked toilet (only toilet in property)
- Securing after fire or break-in
- Total loss of heating (winter)
- Serious electrical faults
- Anything potentially dangerous or life threatening
Urgent
Repaired within
- Leaking roof
- Loss of heating (partial in winter or total in summer)
- Plumbing faults — blocked waste pipes, overflow, shower, toilet cistern
- Urgent isolated electrical faults
- Entry phones
- Faulty appliances
Essential
Completed within
- Minor plumbing faults
- Minor electrical faults
- Sealant around sinks or baths
- Replacement components
- Plastering
- Television / aerial related repairs
Routine
Completed within
- Kitchen units
- Doorbells
- Aids and adaptations
- Tiling
- Fencing, walls, outbuildings
- Easing sticking doors / windows
Out of hours emergency help
Out of hours emergency line
01489 866720
If you have an emergency maintenance problem outside of office hours, call this number rather than the main office number.
Gas leak?
Do not use any switches. Leave the property and call National Grid immediately. 0800 111 999
No power?
Check for local power cuts or call UK Power Networks. Live power cut map 0800 316 3105
Report a repair
Speak to your keyworker or a member of staff
Email our repairs team repairs@transformhousing.org.uk
Call our maintenance teams Monday – Friday, 9am – 5pm: 0800 389 5224
Fill in our online maintenance reporting form
What we take care of
- We carry out regular maintenance to make sure your home is safe and comfortable.
- Where Transform is responsible for maintenance, we will:
- carry out day-to-day repairs
- perform all statutory essential health and safety checks
- carry out scheduled servicing of items such as boilers and fire detection equipment
- redecorate the exterior of homes and communal areas of blocks of flats
- undertake major repairs and upgrading work
- maintain communal areas, outdoor spaces and garden areas
- prepare homes for reletting when residents move on
This work will be carried out by our in-house maintenance team or by approved specialist contractors.