Report a defect or request a repair


How to report a defect during your Defects Liability Period or request a repair.

Report a defect

If you're a new homeowner or tenant of a new property, you can report defects through Clixifix during your Defects Liability Period.

About the Defects Liability Period (DLP)
Your DLP starts when your home is handed over from the builder to us. This means that the 12-month period may already be running - or have expired - when you get your keys. 

You can find your DLP end date in your welcome letter. It's also included in My Sage Home, our new customer portal. You can find out more about My Sage Home here.


Clixifix allows you to:

  • Log, track, and manage your defects through a user-friendly platform with direct contact to the defects team
  • Use your Clixifix portal to quickly raise issues and upload images and videos instantly
  • Monitor every stage of the defects process including communication with our contractors
  • Notify the defects team instantly with updates or when works have been completed.

How do I access Clixifix?

We send out invitations to Clixifix so you'll need your invitation email to set up your password and access your account.  

For defect emergencies during office hours (9am-5.30pm Monday-Friday), please call us on 020 8168 0500.

Please note that this is for reporting defects only during your DLP and not for general repairs (see more information about repairs below).

Shared ownership customers

If you're a shared owner within your DLP and have an emergency issue, please call our support team on 020 8168 0500. This is both for in and out-of-hours emergencies. Non-emergencies should be reported to us via your My Sage Home portal.

Southern Housing Shared Ownership customers
If you are a former Southern Housing customer who is in still in your Defects Liability Period (DLP) you can continue to report defects to Southern Housing. Please email them at contactus@southernhousing.org.uk

Outside your DLP
If you are a shared owner outside of your DLP, you are responsible for repairs and maintenance to your home including emergencies. Please arrange for the relevant trade to attend and assist you.

Affordable rent customers

You can call 020 8168 0500 to report emergencies, defects and repairs 24/7. Non-emergencies can be reported through the My Sage Home portal.