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 working day timescale, with Saturday classed as a working day.
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, this area will ideally be well ventilated for a minimum of 10 minutes prior to the operative attending, with internal doors kept open to avoid the need for the operative to touch door handles.
If you are expecting planned or capital works to be completed these are likely to be delayed until later in the year.
If we need to come to your home to carry out any repair or gas service we will ask you to remain at least two metres away from the operative at all times and ideally in a separate room whilst the work is being carried out. If you must be in the same room to give guidance on the repair or fault, it is requested that you wear a face covering or mask. 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.
Call 01709 336009
During the Covid-19 Pandemic
Emergency Repairs and Gas Servicing
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 had a positive coronavirus test result, or have coronavirus symptoms, including a persistent cough and / or high temperature, please make sure you tell us when you ring.
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.