Report a defect or request a repair

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.

• 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.

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 4599 3555.

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

If you're a shared owner within your DLP and have an emergency issue, please call our support team on 020 4599 3555. This is both for in and out-of-hours emergencies. Non-emergencies should be reported to us via your My Sage Home portal.

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.

Southern Housing customers
If your home is managed by Southern Housing, you can report a defect or repair by phoning 0800 121 6060 (Mon-Fri) between the hours of 9am and 5pm, or email contactus@southernhousing.org.uk.

If you’re unsure who to contact, please check your welcome booklet.

You can call 0204 599 3555 to report emergencies, defects and repairs 24/7. Non-emergencies can be reported through the My Sage Home portal.