Report a repair
You can report a repair by:
- Email email@example.com
- Call 01992 564199
We will need your name, mobile number, address and full details of the fault. Please give us as much information as possible to help us get the correct materials and book enough time to complete the job first time.
Before reporting a repair please check your rights and responsibilities in section 4 of your Tenants Handbook.
Emergency repairs and gas leaks
Our out of hours emergency service will respond where there is a risk to you and your family, or danger to the property. We may recharge you if you ring the emergency telephone numbers outside office hours unless you have a real emergency.
In an emergency we will arrive within four hours and make the situation safe we may need to return another day to complete the full repair.
- Call 01992 564000
- Call the National Gas Emergency Service on 0800 111999
What happens when you report a repair
We give all reported repairs a priority rating that sets out when the work should be completed.
When you report a repair you will be offered an appointment based on its priority rating. Morning, afternoon or school run time slots are offered. We will text you a reminder of the date and tell you when the operative is on their way.
Once the repair is complete, our operative will ask you to complete a satisfaction survey. Your comments are important to us as they help us to monitor the service provided.
Our repairs standards
We aim to:
- Attend all emergencies within 4 hours
- Provide you with an appointment for all non-emergency repairs
- Provide a choice of appointments, morning, afternoon or a school run option between 10am
- If we have your mobile number we will remind you of appointments, by text the day before
Council tenants can get help you with some repairs normally they would be responsible for.
To be eligible you must be either:
- Aged 60 years or over and have nobody of working age living with you
- Have certain defined disabilities that make DIY tasks difficult for you, and have nobody living with you who is physically able
Download our handyperson scheme leaflet to find out what work can be carried out for you.
Responsibility for repairs
This list indicates whether a repair is our responsibility or yours. We cannot list every
type of repair, so you may need to contact our housing repairs team for advice.
|Item||Responsibility||Qualifies for handyperson scheme||Other information|
|All airing racks||Tenant||HS|
|Basins, baths, sinks, including defective taps, tap washers and ceramic discs||EFDC||Unless damaged by
|Chimney stacks and pots||EFDC|
|Clothes lines and posts||Tenant||HS||Except communal areas|
|Curtain poles, rails and battens||Tenant||HS|
|Coat rails, hooks, wall brackets and|
|Doors (external) including frames, windows, woodwork or UPVC repairs (also see glazing)||EFDC||Sometimes held for external painting programme|
|Doors (internal) including frames||EFDC||Excluding tenant's own furniture. Tenant's damage rechargeable|
|Door locks and keys (external)||EFDC||HS||Lost keys, gaining entry and damage are tenants responsibility. Tenant is responsible for internal door locks and keys|
|Door furniture (external)||EFDC||HS||Excludes spy holes, security chains and numbering, which are tenants responsibility. Tenants damage rechargeable|
|Double glazed sealed units||EFDC||Council responsible for defective seals. See glazing for broken glass|
|Drainage, waste pipes and blockages||EFDC||Misuse, blockages and damage caused by tenants, rechargeable|
|Electric plugs, fuses and bulbs||Tenant||HS|
|Electric sockets, bulb holders (excluding table lamps) wiring and main fuses and fuse board||EFDC||Excludes tenant's own fittings and alterations (can be rechargeable)|
|Fascias, soffits and barge boards||EFDC|
|Fencing (boundary)||EFDC||Replace with chain link fencing - except for hedgerows deemed to be fencing|
|Fencing (dividing)||Tenant||First 2 meters of
rear fence (gossip or privacy fence) councils responsibility
|Fireplace, hearths, frets, grates and|
|Tenant||Tiled surround and brickwork are councils responsibility|
|Floorboards||EFDC||All floor coverings are tenants responsibility. Tenants responsibility to remove coverings if repair work required to floorboards|
|Garages||EFDC||HS||Tenant is responsible for
keys and garage security
|Gardens (see also paths) including rear gardens, paths and patios||Tenant||HS||Front access path edging around the building (apron) and manholes are councils responsibility|
|Gates||EFDC||Tenants own fittings excluded|
|Gas services and appliances||EFDC||Contact gas servicing contractor, excluding tenants appliances|
|Glazing (broken glass)||Tenant||Exemption for people of state pensionable age or for proven vandalism (responsible person prosecuted or given police caution)|
|Glazing (window fittings including faulty seals and handles)||EFDC|
|Heating (other than gas)||EFDC||Excluding tenants
|Internal decorations||Tenant||Assistance provided through internal decorating programme for older people|
|Internal woodwork (such as skirting and architraves)||EFDC||Excluding tenants own fittings|
|Kitchen unit and worktops, council fitted mixer taps||EFDC||Excluding tenants own fittings|
|Loft and main storage tank insulation||EFDC|
|Outbuildings and sheds||EFDC||Excluding any made of wood or tenants own installation. Locks and keys as for doors|
|Paths (see also gardens)||EFDC||Standard path to front door. Tenant responsible for side and rear
garden paths, patios, hardstandings and drives
|Plaster and external rendering||EFDC||Except minor surface cracks to plaster which, as internal decorating, are tenants responsibility|
|Plumbing, interior pipework and stop cocks (not central heating)||EFDC||HS||Excludes connection hoses to washing machines, dishwashers and tenants appliance|
|Sanitary ware including toilet pan, bath and basin||EFDC||HS||Excluding plugs, chains, seats and lids. Tenants damage rechargeable|
|Showers including: electric showers, enclosures, curtains, curtain rails, pumps, heads and hoses||EFDC||Excluding tenants own fittings and any shower over a bath (unless installed for existing tenant on health grounds)|
|Smoke alarms||EFDC||Tenant is responsible for
carbon monoxide alarms
|Solid fuel appliances (primary heating source)||EFDC||Tenant responsible for chimney sweeping, also see fireplace|
|Stairs, handrails, balustrading||EFDC||Rechargeable if tenant alters handrails to balustrading|
|Wall tiles||EFDC||Excluding tiles installed, broken or removed by tenant|
Repairs recharge costs
Each year we also spend a lot of money on repairing empty properties and getting them ready for occupation. While some of this work is due to normal wear and tear, a lot is for repairing items that have been damaged by the former tenant.
If we have to remove any items or rubbish from your home after you leave or repair any damage, we will charge you what it cost us to do this work.