Repairs and maintenance

We have an experienced in-house team of professional engineers and tradespeople to undertake repairs on your Council home, but there are some jobs which we ask you to carry out.

Our repairs policy (PDF File, 698kb) sets out repair responsibilities, service priorities and the framework within which decisions regarding repairs are made. 

Following our response to the Coronavirus outbreak, and as we return towards business as usual, we still have the safety of our customers and staff at the centre of everything we do. For all repairs you will be asked if there is anyone in the household with any COVID-19 symptoms and to ensure that you keep your distance and allow a clean working space. We in turn will ensure that we continue to follow our safe systems of work to keep all customers and staff safe while we carry out our day-to-day work.

How quickly will my repair be completed?

All reported repairs are assessed and will fall into one of four categories. Each category has a different timeframe in which you can expect your repair to be completed.

Emergency repair – this is where a vital service has broken down and is likely to cause a risk to you, your neighbours or to your property. We aim to respond to emergency repair calls and 'make safe' the issue within 24 hours.

Out of hours repair – Between the hours of 4pm and 8am we will provide a 'make safe' only service. The follow on repair will be carried out in normal working hours and under the normal timescales. We do not operate a 24/7 repairs service.

Routine repair – These are day to day repairs that can wait without causing inconvenience to you. Routine repairs will normally be completed within six weeks.

Planned works – Sometimes work may need to completed by an external contractor or included within a larger programme of maintenance work. Planned works will normally be completed within six months.

Emergency repairs

If you need an emergency repair (immediate danger to your safety, or that of your Council property) please call us immediately on 0800 561 0010. If you smell gas please look at the next section for emergency contact details.

Examples of emergency repairs include:

  • no heating or hot water
  • total loss of water
  • uncontainable leaks or leaks affecting electricity supply
  • unsecure door or window
  • unsafe or dangerous structures or fittings

If you call us between the hours of 4pm and 8am we will provide a 'make safe' only service.

Emergency - if you smell gas

If you smell gas you must call the national gas emergency number on 0800 111 999.

Do not:

  • smoke or strike any matches
  • turn electrical equipment or switches on or off
  • interfere with, or repair gas equipment yourself



  • put out all naked flames
  • open doors and windows
  • keep away from the affected areas
  • turn off the gas at the meter, if possible

Repairs you're responsible for

There are some property maintenance jobs that you as the tenant are responsible for. Any repairs you complete, or ask someone else to complete on your behalf, must be carried out to a good standard. Certified engineers must be used for some repairs, for example, for gas, heating and electrical installations.

You're responsible for:

  • decorating the inside of your property as often as necessary to keep it in good order
  • keeping the property clean and tidy
  • regularly sweeping the chimneys (if you use solid fuels such as coal and wood)
  • testing smoke alarms
  • unblocking waste pipes and drain gullies
  • filling minor cracks in your plaster
  • replacing small fixtures and fittings, such as door numbers, toilet seats and bath/sink plugs
  • replacing lightbulbs, fuses and batteries
  • maintaining outdoor buildings, such as sheds or greenhouses
  • replacing or repairing anything you damage

It is also important to keep your home well ventilated. Find out more information on managing damp in our managing condensation and preventing mould leaflet (PDF File, 551kb)

If you’re having problems with a Worcester boiler, these videos might help you to solve your issue without the need for a call out:

How to thaw a frozen condensate pipe safely and prevent frozen pipes in the future

How to repressurise your heating system using your boiler's internal filling key

How to bleed a radiator

Repairs we’re responsible for

As the landlord, for Council homes we’re responsible for:

  • drains, gutters and outside pipes
  • the roof
  • outside doors (including door handles, locks and hinges), window sills, window catches, glazing putties, window frames, and glass (including any necessary outside painting and redecorating)
  • inside doors
  • installations for space and water, heating, sanitation and water, gas and electricity supplies
  • basins, sinks, baths, toilets, flushing systems and waste pipes
  • electric wiring, gas and water pipes
  • shared access areas such as halls, stairways, lifts and passageways

If you have caused the damage you may have to pay for the repair.

Report a non-urgent repair

If your repair is our responsibility you must report the issue to us so we can take the necessary steps to repair your property.

If you have an account, report your repair by logging in to MyAccount. If you do not have an account, you can set up an online account to report repairs and manage your tenancy. You’ll need your tenancy reference number to set up your online account access.

Alternatively, you can email for responsive repairs during office hours. Please give as much detail about the repair/problem as possible.

Cancelling a repair appointment

To cancel or change an appointment:

•           within the next 24 hours – please use webchat or call us on 0800 561 0010

•           more than 24 hours in advance, please contact us  and we’ll be in touch as soon as possible

If we cannot keep the appointment we have arranged with you, we will contact you to arrange an alternative appointment time.


When we visit

We'll assess the repair within 24 hours.

Anyone from the Council who visits your home will carry an ID badge. Make sure you ask to see this before you allow anyone into your home. If you’re unsure, feel free to give us a call on 0800 561 0010. We’d rather you check before letting anyone in.

We will always clear up after ourselves and we might ask you to take part in a survey so we can check we’re providing a good service.

Improvements we’ll make to your Council home

Parts of your property are renewed on a regular basis including:

  • bathrooms
  • kitchens
  • central heating
  • roofs
  • wiring
  • windows
  • doors

We renew the different parts of your Council property based on expected lifespan and/or information received from a property inspection or survey we have conducted. We will normally write to you when we expect to start planning in any of these improvements.

Improving your home yourself (DIY)

If you’re thinking of making changes to your home you need to let us know first. Contact us with details of your plans and wait for written permission before you start any work.