Who to contact
To report a repair during office hours contact your local housing office.
Opening hours vary for each housing office so please check opening times.
For emergency repairs when the housing offices are closed call 01443 875500.
What we need from you
When you report a repair we need you to provide the following information:
- your name, address and contact telephone number
- the name of the tenant (if its not you)
- the type of property, such as house, flat or bungalow
- the nature of the problem, for example; a dripping tap; leaking roof; broken window pane
- the exact location, for example; bathroom; back garden; roof
- the best time of the day to call
- if you or any member of your household have a disability or if there are other special circumstances we should be aware of
Repair priorities
The repair priority decides how quickly your work will be carried out.
| Priority 1 | Standby emergency repairs: to be completed or made safe within 2 hours of being reported. These repairs are carried out to avoid risk or injury when you contact us outside of office hours. When you report a standy repair, we expect you to be at your home when we call. |
| Priority 2 | Emergency repairs: to be completed or made safe on the day reported. These repairs are carried out to avoid risk or injury when you contact us during office hours. We offer appointments for this type of repair – see information below. |
| Priority 3 | Urgent repairs: to be completed within 10 days of being reported. These are repairs that are not an emergency but are urgent due to a tenants circumstances and a response is required sooner than a routine repair. We offer appointments for this type of repair – see information below. |
| Priority 4 | Routine repairs: to be completed within 50 days of being reported. These are day-to-day repairs that do not require emergency or urgent attention. We offer appointments for this type of repair – see information below. |
| Priority 5 | Planned repairs: These are larger repairs which require longer to complete, for example; rendering, chimney works, plastering, ceilings, baths, repairs to paths and walls. Appointments for these repairs will not be arranged when you report the repair. We will contact you later to arrange an appointment. |
| Priority 7 | Contract repairs: These are major repairs, for example; structural works, damp-proofing works, and asbestos removal. Appointments for these repairs will not be arranged when you report the repair. We will contact you later to arrange an appointment. |
| Priority 8 | WHQS repairs: These repairs are carried out to help us to achieve the Welsh Housing Quality Standard (WHQS). These works include for example, new kitchens and bathrooms. Appointments for these repairs will not be arranged when you report the repair. We will contact you later to arrange an appointment. |
Appointments to carry out repairs
When you report a repair, you may be offered an appointment. We offer appointments for specific types of repairs (see table above). The following appointment slots are usually available for priority 2, 3 and 4 repairs:
| Priority 2, 3 and 4 repairs: | Mon - Thur | Fri |
| All Day | 08:00 - 16:30 | 08:00 - 13:00 |
| Morning | 08:00 - 12:00 | 08:00 - 13:00 |
| Afternoon | 12:00 - 16:30 | |
| Avoid school runs | 09:30 - 14:00 | 09:30 - 13:00 |
The repairs process
When carrying out a repair we:
- Check to see if it's already reported, or going to be carried out on planned maintenance
- Check to see if you have applied to buy your home; only essential repairs are carried out if you have applied to buy your home
- Check if the repair is your, or our, responsibility
- Log the repair on our computer system and decide how quickly we should respond
- May arrange for an inspection to be carried out when it is not clear what work is necessary, or how urgently the work is needed
- Will tell you the priority for the repair; the job number; and an appointment time, if appropriate
- Will offer you a repair receipt
- Issue orders for emergency and some urgent repairs to the contractor immediately
- Will contact you to arrange for completion of the work
- Inspect a certain number of repairs after they have been completed to ensure we meet our service standards
- Send survey cards to some tenants asking them how satisfied they were with the quality of the repair service.