Report a repair
Find out how to report a repair and choose your repair appointment if you're a council tenant.
Things to check before you report a repair:
- Some minor repairs are your responsibility.
Check your repairs rights and responsibilities
- You need to pay for repairs caused by accidental damage, misuse or neglect.
Find out more about chargeable repairs
- If you’re elderly or disabled then you can use the Handyperson Service to get free help with smaller repairs
How to report a repair
The quickest way to report a repair is online. If you’re reporting an emergency then you’ll need to call us.
You may be asked to choose a repair appointment at the end of the form for some repair types like plumbing, windows, doors or electrics.
If you're reporting one of these repairs, you must book an appointment, otherwise your repair may not be reported to us.
You can choose one of these appointment slots for us to do the work:
- All day (anytime between 8.15am and 6pm)
- 8.15am to 12pm
- 11am to 3pm
- 2pm to 6pm
We’ll send you a text message 24 hours before your appointment to remind you. If there's any time that you won’t be home, you’ll need to let us know.
Someone over the age of 16-years old must be at home when we call, and must stay at home until the repair has been completed. We won’t be able to carry out the work without someone being there.
If you've reported a communal repair, you won't need to be at home when we call unless you've reported a problem with a communal TV aerial.
An emergency repair is something that we need to get to within one working day to prevent injury to anybody or serious damage to your home. We’ll always respond to emergencies as quickly as possible and offer you the earliest available appointment.
It’s not always possible to fix emergency repairs on our first visit. If this happens, we’ll make the repair safe and arrange a follow up visit to come back and complete the job.
All emergency repairs need to be reported by phone.
If you’re calling between 6pm and 8.30am then you need to call the Emergency Control Centre:
- 8.30am to 6pm (office hours): 0117 922 2200
- 6pm to 8.30am (out of hours): 0117 922 2050
- textphone: 0117 922 3892
The following repairs will be carried out within one working day of being reported:
- total or partial loss of electricity
- unsafe power or lighting socket or electrical fitting
- total loss of water
- total or partial loss of gas
- blocked flue to open fire or boiler
- no heating or hot water between 31 October and 1 May
- blocked or leaking sewage drain, soil stack or toilet
- toilet not flushing if there is only one toilet in property
- leak from a water pipe, tank or cistern
- insecure external window, door or lock
If you smell gas
If you smell gas you must not try to report it online. You should follow our advice on gas and electrical safety.
We’ll always deal with non-urgent or standard repairs as soon as we can, which is usually within 7 to 10 ten days of the repair being reported.
Some repairs are not as straight forward as others and may require a visit from a member of our surveying team before any work can be carried out. These are known as major repairs.
Major repairs can take longer to complete than standard repairs because they might involve several members of staff from different trades and specialisms.
If you've reported a communal repair, we'll arrange for the repair to be completed within 1 to 3 working days if it’s urgent, or within 21 working days if it's a standard repair.
Changing your appointment or following up a repair
If you want to change your appointment or check on the status of a repair you’ve already reported call us on 0117 922 2200.