Reporting a Housing Repair

Report a Repair Online

The Customer Service Team can take any repair at any time from any area. It is also the contact point for our night-time and weekend emergency service.

The Customer Service Team can be contacted on 01382 434343

You can report a repair to the Customer Service Team by telephone 24 hours a day / 7 days a week. You can also report a repair in writing.

Non-emergency repairs reported after 4.30pm and at the weekend will be processed the next working day.

We run an emergency only service after 4.30pm during the week, at the weekend and on public holidays. To report an emergency, call 01382 434343

You will have to give us the following details:

• Your full address.
• What the repair is - please give us as much information as possible.
• When you will usually be available to provide access for the work to be done.
• Contact details - Your home or work phone number,  mobile phone and e-mail address if you have one.
• Any special information that would be helpful to us to organise your repair e.g. whether you are hard of hearing, whether young children are in the house, whether you are an OAP or disabled.
• If you are not sure of the nature of your repair, you can ask for it to be inspected by your local Repairs Officer.

Your repair will be ordered and you will be given a job number to confirm this. You should note it down.

Some repair requests will need to be inspected before they are ordered. You will be advised of this at the time of reporting. The Repairs Officer will discuss the course of action regarding your repair once the inspection has been carried out.

You can check the progress of your housing repair online.

If you are out when the tradesman calls, a card may be left. Contact the Customer Service Team to make alternative arrangements. Please note that a minimum of 5 working days notice is required.

All the repairs that we do are grouped into priorities with their own target times. This means that the more urgent the repair, the quicker it gets done. Each repair has a timescale assigned to it by its priority. You will be advised of the priority of your repair when you report it.

All priorities of repair, including emergencies, are carried out during the day. Only emergency repairs are undertaken at night and at the weekend

Emergencies are repairs that need to be attended to quickly to prevent someone being injured, to prevent further damage occurring or for security. These repairs usually cause a lot of inconvenience to tenants. Examples are: burst pipes, no electricity and securing properties. This is our highest priority for a repair.

Usually a temporary make safe repair will be carried out. Re-instatement work will follow-on and be undertaken with the appropriate priority for the work.

Urgent Repairs - attend within 24 hours of reporting

Urgent repairs need to be attended to within 24 hours. These repairs can cause damage if left unattended and can be inconvenient and frustrating for tenants. Examples are faulty toilets, repairs relating to gas heating/hot water, and small leaks. Like emergencies, we may do a temporary fix and follow up with a permanent repair after.

Quick fix repairs are small jobs that can be undertaken quickly. Examples are: replacement handles, new sockets, repairing an overflow. While these usually take 5 working days, we are working through our backlog and therefore may take a bit longer to complete these repairs.

Routine repairs are repairs not regarded as an emergency and are not small enough to be a quick fix repair. Examples are: easing or repairing a door, replacing rainwater goods, re-glazing cracked windows. While these usually take 15 working days, we are working through our backlog and therefore may take a bit longer to complete these repairs.

If you have dampness or a building defect an inspection will be carried out. Inspections will be undertaken within 5 working days.

Please note that timescales are based on working days Monday to Friday.

The council's maintenance contractor undertakes all housing repairs .

We do inspect some repairs after the work is complete for quality assurance purposes.