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.
Emergency repairs
If you need an emergency repair (immediate danger to your safety, or that of your Council property) please call us immediately on 01636 650000 and pressing the option for repairs. If you smell gas please national gas emergency number on 0800 111 999.
More information, including examples of emergency repairs can be found on our report a repair webpage.
How to report a non-urgent repair
We have launched a new online system which makes it easier for you to report a non-urgent repair and book your own appointment.
You can report a repair here: report a non-urgent repair.
For more information on the new online system and what is a non-urgent repair please visit our how to report a repair webpage.
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
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.
Annual gas service FAQs
Why do I need an annual service?
The annual service is important to ensure the safe and efficient use of your appliance. It is also important to maintain the warranty on any new appliances. It is a legal requirement and is a condition of your tenancy agreement that you allow access for our gas contractor.
How long will it take?
The service will take up to an hour depending on the type and number of appliances.
What will the engineer do?
The engineer will carry out tests on your appliance to ensure that there are no gas or carbon monoxide leaks and that the appliance is working as it should. It may be necessary for the engineer to also go into the loft if you have a vertical flue. This is to ensure that the flue is not damaged. The engineer will also test your smoke alarms and carbon monoxide detectors to ensure they are working and are in date.
Why does the engineer need to check in other rooms?
The engineer will check that your radiators and pipework are working and there are no water leaks.
What do I need to do before the visit?
You need to ensure that you have sufficient credit on any pre-payment meter to allow the engineer to carry out the necessary checks. Any pets will need to be moved into another room to allow the engineer a safe working space.
What happens if I cannot meet the appointment?
If you are unable to make the appointment you have been given then please contact our gas contractor on 01782 564448
What happens if the engineer finds something wrong?
The engineer will make every effort to fix any issues at the time of the visit. Should they not have the available part then they will contact the office and a follow on visit will be made to re-attend and resolve the issue. You do not have to raise a repair in the normal way.
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.