Council House Repairs

Housing Repairs

We are responsible for repairing and maintaining the structure of your home.  The health and safety of our tenants, their families, our staff and our contractors are our top priority.

Reporting Repairs

Non-emergency repairs

Use our online repair reporting tool available 24 hours a day, 7 days a week

Note: Do not use the online tool to report an emergency repair.  Follow the emergency repair instructions.

During office hours (Monday to Friday, 8.45am – 5pm) phone 0300 123 4566.

Emergency repairs (24 hours a day, 7 days a week).
Phone 03457 565656

Examples emergency repairs include:
• Total loss of heating / hot water
• Unsafe power or lighting sockets
• Total loss of water, electricity or gas
• Unsafe electrical fittings
• Faulty smoke alarms or heat detectors
• Insecure doors and windows to home
• Lost or broken keys

Other emergency contacts

Gas                      If you can smell gas or suspect a leak, phone 0800 111 999 (24 hours a day, 7 days a week)
                             BSL: report a gas emergency using SignLive
Electricity            If you have a power cut, phone 105 (24 hours a day, 7 days a week)
Water                   If you have problem with your water supply, phone 0800 0778 778 (24 hours a day, 7 days a week)

Response times for repairs:
Emergency repairs – within four hours         
Urgent repairs* – within the next working day
Priority repairs* – within five working days    
Ordinary repairs* – within 20 working days
*For non-emergency repairs, the response timescales listed above start from the next working day after the repair is reported.

Responsibility for repairs
Certain repairs are our responsibility and others are yours.  We will confirm this when you contact us.

We will:
• keep your house wind and watertight.
• maintain the structure and any installations.
• Carry out work needed within a reasonable time.

You should:
• report repairs as soon as possible.
• report any vandalism to us and the police.
• take care of your home, including carrying out minor repairs and decorating.

More information
You can read more information on our website about:
• our Response Repairs Policy.
• who is responsible for repairs to your home.
• the cost of repairs.
• Right to Repair.
• our tenant insurance scheme.