How to report a repair
You can report a repair to your Council property in several ways, depending on if your repair is an emergency or non-urgent.
If you have a non-urgent repair you can now report it online here: report a repair online.
The new system makes it easier for you to request a repair at a time which suits you, allows you to book your own appointment and gives you greater control over when we attend a repair. More information on this new service is available below.
If you need an emergency repair (immediate danger to your safety, or that of your Council property) please call us immediately on 01636 650000 and pressing the option for repairs. If you smell gas please look at the next section for emergency contact details.
Examples of emergency repairs include:
- no heating or hot water
- total loss of water
- uncontainable leaks or leaks affecting electricity supply
- unsecure door or window
- unsafe or dangerous structures or fittings
If you call us between the hours of 4pm and 8am we will provide a 'make safe' only service.
If you smell gas
If you smell gas you must call the national gas emergency number on 0800 111 999.
- smoke or strike any matches
- turn electrical equipment or switches on or off
- interfere with, or repair gas equipment yourself
- put out all naked flames
- open doors and windows
- keep away from the affected areas
- turn off the gas at the meter, if possible
Reporting a non-urgent repair
If your repair is our responsibility, you must report the issue to us so we can take the necessary steps to repair your property. More information what repairs we are responsible for is available on our repairs and maintenance page.
Our new online report a repair system makes it easier for you to raise requests at a time which suits you, book your own appointment and gives you greater control over when we attend a repair. You will be given a range of dates and time frames over a two-week window to choose from and you can receive text or email confirmations of your appointment.
An account is not required to report a repair therefore family members, friends and carers can raise a report on behalf of someone else.
When we visit
Anyone from the Council who visits your home will carry an ID badge. Make sure you ask to see this before you allow anyone into your home. If you’re unsure, feel free to give us a call 01636 650000 and pressing the option for repairs. We’d rather you check before letting anyone in.
We will always clear up after ourselves and we might ask you to take part in a survey so we can check we’re providing a good service.
How quickly will my repair be completed?
All reported repairs are assessed and will fall into one of four categories. Each category has a different timeframe in which you can expect your repair to be completed.
Emergency repair – this is where a vital service has broken down and is likely to cause a risk to you, your neighbours or to your property. We aim to respond to emergency repair calls and 'make safe' the issue within 24 hours.
Out of hours repair – Between the hours of 4pm and 8am we will provide a 'make safe' only service. The follow-on repair will be carried out in normal working hours and under the normal timescales. We do not operate a 24/7 repairs service.
Routine repair – These are day to day repairs that can wait without causing inconvenience to you. Routine repairs will normally be completed within six weeks.
Planned works – Sometimes work may need to completed by an external contractor or included within a larger programme of maintenance work. Planned works will normally be completed within six months.