We make customer service a priority so we have introduced a case management system and help desk so that you can find solutions, report problems and check on the status of a problem.
Visit the Customer Support centre.
Alternatively you can submit a request by emailing support@asncapital.com or telephoning 01202 771441. If you are making contact about an issue you already reported please check the status and/or add information to the existing ticket, instead of creating a new one.
Important note about repairs and remedial work – Depending on whether you own or rent your home, and whether or not ASN Capital is your landlord, we may not be responsible for your repair. What caused the defect may also affect whether or not ASN Capital is responsible. We will do our best to let you know as soon as possible if we are not responsible, if you ask us to continue with the work or if we have to proceed for other special reasons, you may be liable to pay for the work done in these cases.
How we prioritise reported issues
We categorise issues as Urgent, High, Medium or Low so that we can give the most appropriate response. Our guidelines for categorisation and target completion times are as follows:
Urgent (respond within 2 hours, resolve within 24 hours)
- Total loss of electrical power
- Unsafe power or lighting socket or electrical fitting
- Total loss of water supply
- Total loss of gas supply
- Blocked flue to open fire or water heater
- Heating loss for elderly or vulnerable occupants, or during the period 31 October – 1 May
- Hot water loss for elderly or vulnerable occupants, or during the period 31 October – 1 May
- Blocked or leaking drain, soil stack or toilet (where there is no other working toilet)
- Toilet not flushing (where there is no other working toilet)
- Leak from water or heating pipe, tank or cistern
- Insecure external window, door or lock
- Burst water main
- Flooding
- Major fault with electricity supply
- Gas leak
- Failure of lift
High (respond within 1 day, resolve within 3 days)
- Hot water faults or breakdown
- Heating faults or breakdown
- Blocked sink, bath, basin drains or toilet
- Leaking roof
- Door entry not working
- Defective cistern or overflow
- Breaches of security to internal doors and windows
Medium (respond within 3 days, resolve within 2 weeks)
- Minor electrical faults
- Minor plumbing leaks or defects
- Damage to stair treads, banister or handrail
- Defective flooring
- Blocked gutters
- Faulty extractor fan
- Faulty communal TV aerial
- Severe dampness
Low (respond within 3 days, resolve within 1 month)
- General joinery repairs
- Repairs to door, windows and floors
- Repairs to external walls, fences and paths
- Repairs to walls, brickwork and slates or tiles
- Repairs to / clearing of gutters and downpipes
- Repairs to kitchen fittings
- Repairs to plaster work
- Dripping or leaking taps or shower units
- Other minor plumbing repairs
- Repairs to tiling
- Easing doors and windows
- Other minor day-to-day repairs or replacements