Report a repair

You can report all repairs, including gas heating and hot water, by:

  • Calling 01293 438111
  • Completing our online form
  • Visiting the Town Hall

Normal office hours for ºÚÁÏÍøÕ¾ Repairs Team are Monday to Friday 8am to 5pm. Outside of office hours the number above is for emergency repairs only.

All repairs should be reported to ºÚÁÏÍøÕ¾ Repairs Team and not your housing officer.

How did we do?

If you've recently had a repair or maintenance work carried out at your home, please complete the short satisfaction survey you will receive. This will  help us make sure we're delivering the best possible service.

Repair priorities and timescales

ºÚÁÏÍøÕ¾ Homes’ five repair priority timescales give you a clear idea of what to expect. 

If members of your household are greatly impacted because a repair is needed, the repair can, in some instances, be given a higher priority.
 

Emergency repairs

Priority 1- within 4 hours: emergency repairs, presenting an immediate risk to health and safety, further detrimental damage to property, or a security risk

These constitute a repair that if not undertaken would pose an immediate risk to a customer or third party’s health and safety and/or to the building’s structural integrity.

Examples are: Uncontrollable leaks that cannot be contained, no power or lighting (excluding local power cuts) and blocked drains that affect the complete property.
 

Priority 2 - within 24 hours: These include: partial loss of power, electrical fittings (where there is no immediate danger), partial loss of water supply, blocked or leaking, soil stack or toilet pan (where no other toilet in property)

Together, repairs under priority 1 and 2 are reported to the Regulator of Social Housing as emergency repairs.

Non-emergency and routine repairs

Priority 3 - within 7 calendar days: non-emergency repairs requiring priority attention. These include: gas repairs and repairs posing a non-emergency risk. Hazards that pose a significant risk to the health or safety of the actual resident of the dwelling

If a surveyor inspection is needed before works can start, we will ensure works commence within seven days after the inspection.

Priority 4 - within 28 calendar days: routine repairs including: minor repairs including decorations and plaster work and maintenance tasks that are not new installations

Repairs allocated priority 3 or 4 are reported to the Regulator for Social Housing as routine repairs.

More information can be found in this excerpt from the Repairs and Maintenance policy.

ºÚÁÏÍøÕ¾ Homes repairs priorities (PDF, 273.77 KB)

Children and pets

Please do not leave children under 16 alone in your home while we are working. Our staff will not carry out works where children are unaccompanied.

It is your responsibility to supervise your children and pets while we are working at your home in order to keep them safe.

Tackling condensation

For hints and tips on tackling damp and condensation take a look at our damp, condensation and mould page.

Know your Stopcock

A stopcock is a valve for turning the cold water system in your home on and off. It is usually found in your kitchen below the sink but not always.