Repairs

If you're one of our tenants, then we carry out repairs to your home.

You need to report repairs to us straightaway, especially if it involves blocked drains, leaks from pipes and any problems with the structure of your home.

Our repairs categories are:

• Emergency and out of hours
• Urgent
• Routine
• Non-urgent repairs

How to report repairs

Report
Repairs Online
Reporting repairs online is easy - and you can do it through this website anytime, day or night. You can even check the status of your repairs by signing up for a Do it Online account. If you prefer you can report your repairs by:

Telephone: 01902 556789 (Monday to Friday 8.30am-6pm, Saturdays 9.30am-1pm)
Email:  This email address is being protected from spambots. You need JavaScript enabled to view it.
Minicom: 01902 551822
Text us: 60066 (start your text WHomes followed by a space)

Out of hours emergencies

Emergency out of hours: 01902 552999

The following times are out of hours:

Monday to Thursday, 6pm to 8.30am
Friday 6pm - Saturday 9.30am
Saturday 1.00pm to Monday 8.30am
Bank Holidays

Repairs Categories

Emergency Repairs

Emergenecy repairs will be responded to within 2, 6 or 24 hours depending on the nature of the repair. Emergency repairs can include:

• Gas leaks - if you suspect you have a gas leak you should report it immediately to the National Grid emergency 24 hour hotline, Freephone 0800 111 999.
• Burst pipes
• Total loss of electric power
• Unsafe power, lighting, sockets or electrical fittings
• Blocked or leaking foul drains, soil stacks or (where there is no other working toilet in property) toilet pans
• Toilets not flushing (where no other working toilet is in the property)
• Leaking water from pipes, tanks or cisterns
• Insecure external windows, doors or locks
• Total or partial loss of the gas supply
• Blocked flues to an open fire or boiler
• Total or partial loss of heating or water heating, between 31st October and 1st May

Urgent Repairs

Urgent repairs will be responded to within 7 calendar days. Urgent repairs include:

• Blocked sink, bath, wash hand basin
• Partial loss of electric power
• Partial loss of water supply

Routine Repairs

Routine repairs will be responded to within 20 calendar days. Routine repairs include:

• General repairs to flooring
• Replace or repair bath, basin, sink, waste fittings or brackets
• Renew internal doors

Non-urgent Repairs

Non-urgent repairs will be responded to within 90 calendar days. Non-urgent repairs include:

• Slabbing
• Plastering

If you smell gas:

• DO NOT smoke or strike any matches
• DO NOT turn electrical equipment or switches on or off
• DO put out all naked flames
• DO open doors and windows
• DO keep away from the affected areas
• DO if possible turn off the gas at the meter

Under no circumstances should you interfere with or repair gas equipment yourself. For more information about gas safety, visit the National Grid website.

Your Right to Repair

The Right to Repair is a national scheme for council tenants. It makes sure that certain small urgent repairs which might affect your health, safety or security, are done quickly and easily. We are required by law to carry out these repairs within a certain time. If we don't do your repair in time, you can ask us to hire another contractor to do the work. If the second contractor doesn’t do the repair in time, we will pay you compensation. Repairs covered by this scheme include:

• Unsafe power or lighting sockets or electrical fittings
• Blocked flue to open fire or boiler
• Leaking roof
• Toilets which don’t flush
• Blocked sink, bath or basin
• Leaking from a water or heating pipe, tank or cistern
• Loose or broken bannisters or handrails

What happens if we don't do your repair in time?

Hopefully we'll have sorted your repair within the agreed timescales - but if we don't do your repair in time, you should phone us on 01902 556789 and ask us to hire a second contractor to carry out the work. Unless there's a good reason why the work hasn’t been done, we'll hire a second contractor. If the second contractor doesn’t do your repair in time, you'll get £10 in compensation. For every extra day you wait, you'll get another £2. The most compensation you can receive for one job is £50.

We'll pay you compensation – unless you already owe us money, for example through rent arrears. If you owe us money, we'll take the amount you owe us from your compensation. Sometimes there may be a good reason why a repair can’t be done. For example, if you didn’t keep your appointment to let the contractor in, so they couldn’t carry out the repair, in which case we won’t have to pay you any compensation. To find out more please visit the Government's Repairs and Maintenance webpage.