Reporting a repair

How to report a repair

Repairs in your home – important advice for Housing Service customers relating to COVID-19 - Coronavirus

At the present time we are only doing emergency works and void works (repairs to empty properties to bring them into use)*. All non-emergency repairs and external works have been stopped until further notice.

*No void works to Independent Living properties, including sheltered schemes

More information

We are taking appropriate and proportionate action to limit the spread of infection. We will keep our vulnerable customers safe and reduce the potential for infection to spread by limiting contact with our customers.

This is all part of the Government’s advice to actively promote social distancing and to minimise person-to-person contact. Importantly, we will do this by asking staff not to visit customers or to undertake repairs that require access to the inside of people’s homes unless those repairs are essential. This policy will continue for the foreseeable future.

This means that we will delay repairs that are not essential and we will make timely decisions, on a case by case basis, about the types of repairs we can deliver. The most significant change is that only essential repairs inside tenants' homes will be completed.

These include:

  • leaks
  • windows and door issues including locks and essential carpentry
  • sanitary plumbing
  • electrical work
  • health and safety works
  • fire safety works
  • heating and hot water

For the foreseeable future, non-urgent repairs such as: decorating, plastering, mould washing, bath panel replacement, adjusting doors or non-emergency surveys will be put on hold.

Our normal service will resume once the risk of infection has reduced greatly and at all times, we will act on the advice of Government. We will keep you updated as the situation evolves and Government advice changes.

If you contact us to request a repair, our call centre staff will ask more questions than they usually do. For example, everyone requesting a repair will be asked if anyone in their household is self-isolating?

You may be asked whether anyone in your household has an underlying health condition that we should be aware of, before arranging a visit to your home to undertake an essential repair.

Please ask us questions, or make us aware of anything you believe is important, knowing that our Repairs staff and our contractors will only attend a home where a tenant is self-isolating on the basis that the repair is essential or unsafe. This will be determined on a case by case basis and when visiting a person’s home, appropriate precautions will be taken to minimise person-to-person contact and to reduce the threat of infection being spread.

At this time, we have a particular concern for the residents of Independent Living schemes and sheltered housing, especially where people have underlying health conditions. Due to the potential vulnerability or age of our residents, we will be limiting the number of tradespeople coming into the sheltered schemes and only carrying out emergency repairs. Other actions are also being taken, so as to promote social distancing, encourage hand-washing and to ensure communal areas are cleaned more thoroughly than is our usual practice.

If you have questions, please contact us by telephone or the First Touch app and we will provide you with the advice that you need. Our priority is to keep you safe and reduce the spread of infection.

How to report a repair

You can report all council housing repairs 24 hours a day, 365 days a year, using our website or mobile app.

Make your report online

Find out more about our tenants’ mobile app

This includes:

  • electrical repairs
  • gas / central heating repairs
  • plumbing repairs
  • all other repairs

For more information on repairs, read our repairs and maintenance booklet (PDF 760.3KB) .

Gas leaks

Call 0800 111 999 if you suspect a gas leak. This number is operated by National Grid.

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The most common issues we're contacted about are blocked sinks and toilets. We've put together a couple of easy-to-follow instruction videos on how to fix these yourself.

Repairs and maintenance delivery update

Find out about our new alliance with Engie Regeneration Limited.