You can report repairs that need doing online or by phone, arrange your own repairs, or make use of our Handyperson Service if you are 60 years or over.
Generally you won't get charged for repairs, but if the damage was caused by a tenant, family member or visitor, we will recharge the tenant for the repairs. You should go to your local Area Housing office and sign the recharge form which confirms your agreement to pay the cost of the repair.
When you request a repair, please tell us:
- your basic contact details
- your property reference number (from your rent voucher book)
- what and where the repair is
- when someone can call to do the repair
The emergency repairs service operates overnight from 5.30pm to 8am during the week and throughout weekends and Bank Holidays.
If you have an emergency out of hours, please ring the number on the right.
Smell gas? You should immediately contact National Grid Gas on 0800 111999.
For lift breakdowns ring 0114 273 7693.
How to report repairs
You can phone us or report a repair online - you need to have registered for this service before you can use it.
Timescales for repairs
Emergency repairs (these include works to burst pipes, boarding up of doors and windows, gas leaks and total electrical failure) will take 4 hours.
Urgent repairs (which include works to heating breakdowns where you have no other form of heating, replacement door locks and blocked drains) will take 24 hours.
Appointable repairs can take up to 25 days. Repairs will be completed as soon as possible. You can choose from 4 2-hour appointment slots:
- 8am to 10am
- 10am to 12.00pm
- 12.30pm to 2.30pm
- 2.30pm to 4.30pm
These repairs include works to loose fitting doors and windows, leaking guttering, loose floor boards, a light or electric socket not working. Please call us to order your repair and we will do everything we can to arrange a suitable time.
If you are not at home at the appointment time, the job will be cancelled. You will then have to call us again to reorder the repair.
Planned work can take up to 55 days. This is for jobs that need planning due to the nature of the work required. These include manufactured items like external doors and windows or where large amounts of plastering are required. We will contact you with a suitable appointment.
Arranging your own repairs
For certain types of repairs you can arrange to have the work carried out yourself if:
- you have ordered a repair
- the value of the repair is less than £250
- the repair has not been completed in the time promised
- you use a contractor on the Council's approved contractor list
The Repairs and Maintenance leaflet tells you how you can go about giving a notice of claim and includes a form for doing this.
After giving us your notice of claim, you can get an approved contractor to do it for you unless:
- the repair is done
- you receive a letter denying your Right to Repair. This letter should be sent within 10 working days (or 5 days if the repair should have taken a week or less).
The Handyperson Service
If you are a tenant and you are 60 years old or over, disabled, or suffer from severe health problems our free Handyperson service can help you with jobs such as:
- fixing curtain rails
- fitting shelves
- checking and fitting battery operated smoke alarms
- fitting additional door locks or chains
- hanging pictures, mirrors, clocks and so on
- changing light bulbs
- fitting wireless solar security lights
- moving furniture within your home
- securing carpets or trailing wires
- assembling small pieces of flat pack furniture
These are just a few examples of the things we can do, so it’s always a good idea to ask us if we can help. We are not able to help with wallpapering.
If you're not happy with the quality of a repair
Please tell us if you are unhappy with the quality of a repair, or with the way you were treated when the repair was arranged or carried out.
You can do this in person at any of our First Point reception points or by telephone - you can also email us. We will acknowledge your comments in writing, and give you a reference number.
If you have made a complaint, we will respond within 28 days, telling you what we are going to do to put it right. If your complaint is complex and we are not able to respond in full within 14 days, we will let you know what is happening.
Compensation for improvements you have made to a property when you leave
The decision to pay compensation, and the amount, will depend on how long ago the work was done, the quality of the work/materials, and its current condition. An inspection will be carried out to assess these factors.
You will need to show that we gave written permission before you carried out the work. Checks will be made to ensure that the work was not part or fully funded by grants. If you carried out the work yourself, consideration will only be given to the cost of materials (not labour, time, loss of income etc). You cannot claim for improvements costing less than £50.