Issues with appliances

We may be responsible for the repair and replacement of some appliances within the home.  You can check who is responsible by looking at a tenancy agreement or a rent schedule for the property.  If we are responsible, then the service will be added as a service charge to the tenants who live there towards covering the cost.

Reporting a problem with an appliance

If a repair is needed to an appliance, we will need to know the following information:

• Full details of the repair needed
• Property address
• Telephone number
• Access arrangements.

You can report the repair needed in whichever way is easiest for you:

• Use the Live Chat function at the bottom of this page
• Email us at rwprepairs@progressgroup.org.uk or whitegoods@progressgroup.org.uk
• Phone us on 0333 320 2675

We will arrange for a contractor to contact you directly to make a suitable appointment for access to assess the issue, or if possible, carry out a repair.
If parts need to be ordered for the appliance, the contractor will contact us for authorisation and then we will be able to advise you of the timescale for the repair. If there have been a number of previous repairs carried out to the same item we may ask the contractor to assess whether it is cost-effective to carry out another repair or if it is better to replace the appliance.

Please note: If the appliance is under manufacturer’s warranty, we will be bound by the terms and cannot influence the timescale in which a visit will take place. Standard visit times are five working days but, in some cases, an earlier date may be possible.

When a new appliance is required, we check a few things to make sure we can select the most appropriate product for tenants’ needs:

• The number of tenants that live at the property and that their washing needs – the correct size drum will be ordered based on the ratio of tenants
• The specification of the existing item – is it freestanding or built-in for instance.
• Whether the existing item is gas or electric and how suitable this still may be for the tenants.
• The size of the existing item so we can ensure the new one fits well
Once a product has been selected that is suitable, we will place the order and keep you informed about delivery.

Below is a list of items that may be eligible for replacement. If in doubt, the tenant’s tenancy agreement will list all the items provided by Progress Housing Group.
White goods
• Washing machines
• Washer/dryers
• Tumble dryers
• Fridge
• Freezer
• Fridge/freezer
• Cooker
• Ovens
• Hobs
• Extractor hoods
• Dishwashers

Our contracts team deal with queries and requests about the following:

  • Repairs (household item repairs only)
  • Household items (such as fridges and washing machines)
  • Flooring
  • Furniture
  • Communal cleaning
  • Window cleaning
  • Payment of utility bills and queries for gas, electricity, and water
  • Service charges 

Please contact the team if you have an enquiry on 0333 320 2675.