Request a repair to your council home

After you report a repair, we will contact you and give you a repair appointment.

How long repairs take

How quickly we respond depends on the type of repair. 

For general:

• emergency repairs - we aim to visit you within 4 hours, and will either complete the repairs or make the property safe within another 4 hours
• emergency out of hours repairs - we aim to visit you within 4 hours, and will either complete the repairs or make the property safe within another 4 hours
• urgent repair - we aim to visit you and complete the repairs within 3 working days
• routine repair -  we aim to visit you and complete the repairs within 20 working days
• pest control - we aim to visit you within 24 hours, and complete within 20 working days

For gas:

• emergency repairs - we aim to visit you within 4 hours, and will either complete the repairs or make the property safe within another 4 hours
• out of hours repairs - we aim to visit you within 4 hours, and will either complete the repairs or make the property safe within another 4 hours
• urgent repair - we aim to visit you and complete the repairs within 1 working day
• routine repair -  we aim to visit you and complete the repairs within 28 working days

Find out about types of repairs and how long they take.

If you miss your appointment

If you're out when our contractor visits, they will leave a card to let you know they have been. You will need to call us to book a new appointment.

Telephone: 0300 373 0373
Monday to Friday, 9am to 5pm (except public holidays)

We will try to contact you if you've missed an appointment. If we're unable to speak to you, your repair may be cancelled.

In extreme emergencies such as flooding, we may need to gain entry to your home without letting you know. We will only do this if it is necessary to prevent serious damage to your home or any neighbouring properties.

Who will do the repair

Our repairs are mainly carried out by our contractors: 

• Smith and Byford – for gas repairs
• Mountjoy Limited – for all other repairs 

Other types of works may be carried out by other specialist contractors, including communal repairs.

All contractors working for us will:

• carry an identification card
• arrive in branded vehicles and uniforms

You should always ask to see their identification card before you let anybody into your home. If you are in doubt, contact us immediately.

When repairs are complete

When your repair is complete, we'll show you the completed works and confirm that you're happy with the work.

We may ask you to complete a satisfaction survey about your repair. This helps us improve our service.

If you're unhappy with the work, you can contact us.

Telephone: 0300 373 0373
Monday to Friday, 9am to 5pm (except public holidays)