COVID-19: Service update

We are now able to re-introduce the following housing repairs and property services:

  • empty property refurbishments and lettings
  • further priority repairs
  • external repairs
  • further heating and hot water repairs
  • essential surveys and visits

We will continue to carry out all work in a safe way and are taking additional measures to protect staff and residents.

We will ask you some questions around whether you are unwell, self-isolating or social distancing. If you are unwell or self-isolating and the repair is essential, our staff will talk to you about how they will carry out your repair and will use additional safety equipment.

Our repairs helpdesk is now working remotely and dealing with emergency repairs only. When you call, you will reach our service voicemail - please leave a message with your name, contact number and address, and we will call you back as soon as possible.

The voicemail is being monitored 8am to 5pm from Monday to Friday. Our out of hours service is operating in the usual way outside of these hours.

If your repair is not an emergency, please use our online repairs reporting form if you can.

Request a repair

Before you ask us for a repair, make sure who's responsible as there are some repairs you'll need to carry out yourself.

You can request a repair online or, if your council home needs an emergency repair, call us on 0800 052 6140.

If the repair is for a suspected gas leak, please call the National Grid on 0800 111 999.

Repairs, maintenance and improvement services for council housing are now run directly by the council. Download our quick guide to the new repairs and maintenance service.

How long does a repair take?

When you ask us for a repair, the time it takes for us to start the work depends on the type of repair.

We'll decide if your repair is:

  • emergency, which we'll start within 24 hours
  • routine, which we'll start within 20 workings days
  • complex, which will take longer than 20 days to complete

You can read more about types of repairs in our housing repairs handbook.

Give us feedback

You can use our feedback form to tell us what you thought about our service when repairing your council home.

We'll use this to improve our service in the future.