Repairs to council homes

Preparing for a repair visit helps us diagnose problems faster, complete work more efficiently and keep everyone safe.

Tell us about urgent issues

Please let us know if the problem affects:
•    heating
•    water supply
•    electricity
•    breathing, health or accessibility needs

This information may affect how the repair is prioritised and how quickly we can respond.

Make sure someone is available

• be at home and ready for the agreed appointment time
• keep your phone switched on in case we need to contact you with updates
• If you cannot make the appointment, please rearrange it as early as possible to avoid a missed visit.

Create safe and clear access

Our operatives need safe access to the areas they are inspecting or repairing.
Please:

• clear walkways and access routes
• move furniture, boxes, shoes and other items that may be in the way
• ensure operatives can reach important household equipment, including: 
  • fuse boards
  • electrical sockets
  • boilers
  • stop taps and mains water taps
  • utility meters
  • extractor fans
  • any other areas that may require testing or isolation of services

Keep everyone safe

To help keep everyone safe during the visit:

• secure dogs and other pets in a separate room
• keep children away from the work area
• remove or secure trip hazards by: 
  • lifting loose rugs
  • taping down trailing cables and leads
• make sure there is adequate lighting
• open windows where possible to provide ventilation
• keep the work area tidy and uncluttered

Have important information ready

It may help to gather:

• appliance manuals
• warranty or guarantee information
• any notes about the problem, including: 
  • what has gone wrong
  • when it started
  • how often it occurs

Additional support

If there are circumstances that may affect access or require additional time or adjustments, please let us know in advance. If you have someone that you prefer us to talk to on your behalf, make sure they are available.

We will work with you to make appointments manageable. 

When the operative arrives

Tenants are expected to provide access as required under their tenancy agreement.

Before allowing anyone into your home ask to see their identification and check it carefully.

Once the operative is inside:

• show them the fault or issue
• point out any nearby switches, controls or isolation valves that may be relevant

In some cases, the operative may need to make an area safe before completing the repair. If this happens, a follow-on appointment may be required.

If further work is needed

Sometimes repairs cannot be completed in a single visit because:

• specialist parts are required
• additional works are needed to make the repair safe and effective

If a follow-up appointment is arranged:

• make a note of the next appointment date
• continue to keep the affected area clear where possible until the repair is fully completed

After the repair

Once the work is finished:

• test the repaired item, where appropriate
• tell us if anything is still not working correctly
• provide feedback about your experience

If the problem returns, or their are safety issues after the repair, report this to us as soon as possible.