IAG support package

Housing Repairs and Living Conditions

Support to report and follow up repairs and conditions in your home in a clear, evidenced way.

What this package covers

· Reporting repairs and keeping a dated record of every contact
· Preparing photographs, timelines and correspondence as evidence
· Escalating through the landlord's complaints process, or referring you to a housing specialist

You may need help with one immediate task or with a more complicated situation involving several organisations. We begin by understanding what is happening, assessing the support required and agreeing the next steps with you. Where an issue needs regulated or specialist work, we refer you to a qualified service rather than charging a higher rate for it.

How it works

1. Complete a free 10-minute service check so we can confirm this is the right service.
2. Register as a service user, or join as an Ubuntu Member.
3. Attend your assessment — up to 60 minutes, in person, online or by phone.
4. Receive your Case Support Level and written action plan.
5. Approve the proposed time and price before any work starts.
6. Receive support, or a specialist referral where the work should not sit with us.
7. Review the outcome and agree whether anything further is needed.

Prices are based on the time required to provide the agreed support. The complexity score helps us estimate the work but does not create an additional surcharge. If the case changes or requires more time, we will review it with you and obtain your agreement before continuing. Specialist organisations may charge their own fees, which will always be explained separately.

What it costs

Start with a free 10-minute service check. IAG assessments and support are £55 per hour for registered service users and £25 per hour for Ubuntu Members. Where a situation requires ongoing support, we assess the complexity, estimate the time and agree the maximum cost with you before continuing.

Start with a free service check

Free

Up to 10 minutes

A short conversation so we can tell you whether we are the right service — and who is, if we are not.

Pay as you go

£55 / hour

£25 an hour for Ubuntu Members and their registered family

No membership required. Registering is free, every new matter starts with a free 10-minute assessment, and we estimate the time and cost before any work begins.

Urgent / priority

£150 / hour

Subject to availability

For urgent matters that need to be seen on the same working day. Anything involving immediate danger goes to the emergency services.

Individual

£99 / year

One registered adult

For an individual who wants affordable access to ongoing support. First one-hour IAG session included, then £25 an hour.

Single-Parent Family

£149 / year

One parent or guardian and registered dependent children

IAG support throughout the year for every registered family member at £25 an hour. One complimentary hour with the membership.

Family

£199 / year

Two parents or guardians and registered dependent children

For households where more than one family member may need support. Every registered member gets £25 an hour. One complimentary hour with the membership.

What membership gives you

· Priority booking on appointments

· Your own secure online portal

· Access to your case records and outcomes

· Secure access to your documents

· Certificates and training history in one place

· Discounts on training programmes

· Member-only workshops

· One family record for the whole household

· Community events and opportunities

· Regular digital-confidence support

Members save £30 on every hour of IAG support, and the member rate applies to every eligible person registered under an active membership, but membership is really about year-round access rather than a single saving.

Housing Repairs and Living Conditions

What this package covers

How it works

What it costs

Other support packages

Cost of Living and Household Support

Digital Access and Online Applications

Identity Theft, Fraud and Identity Protection