Reporting a Council Housing Repair
Our aim is to respond to any repair to your home as quickly and as safely as possible and we are currently following all Government guidelines to ensure this happens. This does mean that it may take longer for us to carry out a repair.
Our operatives will ask screening questions prior to or during their visit to your home to ensure their safety and yours.
Please ensure that you answer the screening questions below before reporting your repair.
We are not able to carry out non-emergency repairs if you are self-isolating or quarantining because you or someone in your household:
- has symptoms of Covid-19,
- has recently received a positive test result
- has been contacted by the Governments' Track and Trace system due to close contact with a person with Covid-19 or
- has recently returned from travel to a country which is not on the Governments' Travel Corridors list)
If your repair is not an emergency, please do not report it until your household is no longer isolating/quarantining. Please be aware that we reserve the right to postpone a repair should there be any identified and significant risk to our operatives or to yourself.
Emergency repairs should be reported to the Customer Contact Centre by telephone on 01709 336009.
In addition, we also request that should you develop any symptoms after booking and whilst waiting for your appointment to take place, that you contact us straightaway to rearrange.
Please also be aware that we will have the right to postpone a repair should there be any identified and significant risk to our operatives or to yourself.
If there is a risk to your health and safety the repair will be allocated a 4 hour timescale
Loss of heating, hot water and boiler leaks will be allocated an end of next day timescale
Call 01709 336009
During the COVID-19 pandemic
Emergency repairs and gas servicing
During the pandemic, the Council and its partners Mears and Engie can only carry out emergency repairs and important gas servicing. Partners will also be carrying out work on empty properties and emergency temporary accommodation so that we can continue to provide accommodation to those households in emergency situations.
This is to prevent the risk of spreading the virus and to protect you and our staff. Please only report repairs if they are a genuine emergency, meaning you will not be safe if they are not done. If you need to report a repair you must ring 01709 336009, as the self-reporting service is currently not in use, so that we can focus on the most critical services.
If you have an existing appointment for a repair this will be cancelled and rearranged for a later date. If you think that this will cause you to be unsafe please ring and report it as a new emergency repair on 01709 336009.
If you can smell gas and / or think there could be a leak, you should immediately phone the National Gas Emergency Service number on 0800 111 999 at any time of the day or night.
If you or anyone in your household has coronavirus symptoms, including a persistent cough and / or high temperature, please make sure you tell us when you ring.
If we need to come to your home to carry out an emergency repair or gas service we will ask you to remain at least two metres away from the operative at all times and in a separate room whilst the work is being carried out. Our staff and partners will be careful to minimise the risk of bringing any germs into your home through regular hand washing and use of personal protective equipment.
We ask that prior to and during any visit that you open your windows to ensure our operatives are always working in a well ventilated area.
If you are expecting planned or capital works to be completed these are likely to be delayed until later in the year.
Thank you for your understanding and we will update the website when this position changes.
DIY Repair videos
Many of us experience small repairs problems from time to time. We have produced a series of instructional videos providing you with simple tips on how to carry out minor DIY jobs in your home.
We have temporarily suspended cleaning in communal areas during the coronavirus pandemic to enable us to carry out cleaning of critical areas and to protect you by minimising the number of people entering these areas. If you identify any hazards within the area then please do not hesitate to contact us on 01709 336009 so that we can rectify the issue.