How we carry out repairs to council homes

Housing repairs and coronavirus

We are experiencing high call volumes following lockdown periods and a backlog of repairs so please be patient when contacting us.

If you or anyone in the property have symptoms such as a new and persistent cough and/or high temperature or if anyone self-isolating within the property or has been diagnosed with Coronavirus you must let us know as soon as possible so we can reschedule our visit.

We may ask you to clean the around the area that we will be repairing as thoroughly as possible, where able open windows in the room and if able wear a mask. You may be asked to be in a separate room while our trade’s worker/operatives is onsite until the appointment is undertaken.

We aim to provide appointments for as many repairs as possible:

  • morning appointments: 8.30am to 12.30pm
  • afternoon appointments: 1:00pm to 4:00pm

If you have specific time needs, such as school pick ups, please let us know when you report the repair and we will try to accommodate you where possible.

Repair priorities

Repairs are divided into 2 priorities:

  • same day repairs
  • general repairs

Same day repairs

Same day repairs are urgent repairs and emergency repairs. These include:

  • partial loss of electric power
  • complete loss of heating and hot water

If you report a repair within normal office hours (between 8.30am and 5pm), we will call out on the same day. If you call late in the afternoon the repair may be carried out in the early evening.

If you report a 'same day' repair outside normal office hours, we will carry out the repair the next day.

Where the repairs are needed to avoid immediate and serious health and safety risks, such as:

  • burst pipes where the water cannot be contained
  • total loss of electric power
  • blocked drains and blocked toilet (if there is only one toilet in your home)

We aim to respond within 4 hours of the repair being reported.

General repairs

A general repair is one that is classified as less urgent. We aim to appoint all these jobs at a time to suit you, and usually within 20 working days of the repair being reported.

What we expect from you

You must allow council staff, contractors and other authorised people into your home at reasonable hours to:

  • inspect conditions
  • carry out surveys for major repairs, and
  • carry out necessary repairs

If we need access, we will give you 24 hours' written notice to inspect or carry out work in the property or an attached property.

In the case of an emergency, we could inspect or carry out work in your property without notice.

If repairs take longer than expected

If an additional appointment is needed to complete a repair, the worker will make another appointment with you before they leave if possible. Some complex repairs may take longer where parts need to be ordered or made.

Repairs to Right to Buy homes

If you have applied to buy your home, we will only carry out basic repairs. Once you have bought your home, you are responsible for all repairs.

If a repair causes damage or disturbance

If a repair results in damage to a person or possessions, you may claim compensation. Contact the Housing Repairs Team for further information.

If a repair could potentially cause you a serious health and safety risk, or renders your home uninhabitable, we will offer you temporary accommodation whilst work is carried out.

Council homes repairs policy

The way we deal with our repairs service is covered by our council homes repairs policy.

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