Request a Repair

We will do all we can to carry out any repairs to council tenancies which we are responsible for within a reasonable timescale. We are responsible for buildings and the outside of the property (including common parts) and for making sure that your home is wind and water tight and reasonably fit for human habitation.

The below self-service repair  videos provide guidance on simple repairs which you can attempt yourself before reporting to the council. If you are in any doubt please contact 01506 280000 for advice

Blocked Sink

Blocked Toilet

Electricity

Toilet Seat

Water Issues

Please note, if you live in a flat the isolation valve for mains water is generally located in the ground floor flat on either side of the building.

Windows and Doors

You can report a repair by;

• logging into the Customer Portal (opens new window) where you can request a repair, manage your repair appointments, and check your tenancy information 
• contacting the Council on 01506 280000
• attending your local customer information service

To help the council manage repairs to around 13,000 homes we have to categorise each repair based on the type and the urgency of the repair; it is important for you to know this, as each category has different timescales for when we must complete the repair.

We have five different categories of repair and you should report these as soon as possible. There are different ways to report different categories of repair, depending on whether these are emergency or non-emergency.

There are some minor repairs that are a tenant's responsibility; if your repair request is for one of these, we will advise you of this at the time of your call.

Category 1 - Emergency and Out of Hours Repairs

Category 1 Emergency Repairs -reported on a Monday to Friday within normal working hours- 8amto 4.30pm, should be completed within a 24 hour working day period from the time they are reported.

The types of repairs included in Category 1 are:

• A serious water pipe leak
• No heating,  no hot water
• Total failure of electrical supply
• Insecure property

Out of Hours Emergency Repairs - reported on a Monday to Sunday outwith normal working hours- 4.30pmto 8am, should be completed within 24 working hours.If there's a danger to health, risk to safety or a serious danger to the fabric of the building, we would endeavour to have these made safe as soon as possible. A follow-on appointment would be agreed with the customer and dealt with under one of the other repair categories.

If a trade operative is called out to an out of hours emergency to your property for something which is not considered an emergency, you may be charged for this work.

Category 2 and 3 Repairs - Urgent and Non-Urgent Repairs

Category 2 - Urgent Repairs are repairs which we should complete within five working days of being reported and are classed as repairs which will affect the comfort or convenience of the tenant.

The types of repairs included in Category 2 are:

• Serious Roof Leaks
• Partial Loss of Heating

Category 3 - Non-Urgent Repairsare repairs which we should complete within 15 working days. These are repairs which will not seriously interfere with the comfort and convenience of the tenant

The types of repairs included in Category 3 are:

• Renewal of Bathroom Fittings
•  Minor Controlled Leaks
•  Window and Door repairs which don't cause a wind and watertight issue.

Category 4 - Programmed Repairs

Category 4 - Programmed Repairs -are repairs which we should complete within 30 or 90 working days and include repairs where scaffolding is required and also require the purchase of specialised items, such as double glazing, doors, lintels and sills, but which don't fall into any of the other categories, including Planned Repairs.

The types of repairs included in Category 4 are:

• Plasterwork
• External Works
• Kitchen Repairs
• Glazing repairs

Category 5 - Planned Repairs

Category 5 - Planned Repairs - are repairs that can be deferred, without causing serious discomfort or inconvenience to the tenant, until the work can be carried out on a planned basis. Tenants who report repairs which fall into this repair category, will be advised by Customer Service Centre staff that the repair being reported has been categorised as a Planned Repair.

The types of repairs included in Category 5 are:

• Fencing
• Roughcast
• Roofing
• Rhones
• External decoration

Gas Related Repairs

Category G1 Emergency Repairs -reported on a Monday to Friday within normal working hours- 8amto 4.30pm, should be completed within a 24 hour working day period from the time they are reported.

Category G7 - Urgent Repairs are repairs which we should complete within five working days of being reported and are classed as repairs which will affect the comfort or convenience of the tenant.