Council tenants

Before you report a repair, you'll need to check who's responsible for it. 

• Tenant responsibilities
• Leaseholder responsibilities
• Tenant Management Organisations (TMO) responsibilities

Emergency repairs

Emergency repairs are necessary to prevent serious damage to your building, danger to health and safety or risk of serious loss or damage to your property. There are two types of emergency repair ‘Critical’ Emergency Repairs and ‘Essential’ Emergency Repairs.

Critical emergency repairs

We aim to attend to and repair or make safe critical emergency repairs within 4 hours. Critical emergency repairs include, but are not restricted to the following

• Severe leaks
• Full Electrical failure
• Break-ins were property insecure
• Fire damage
• Full water failure (after establishing not common to the local area)
• External door/gate jammed shut (not due to loss of keys and only where there is no alternative route of exit)
• Severe communal hazard where several people could be exposed (e.g. open wires)
• Exposed raw sewage (not a blocked toilet, but overflowing)
• Structural collapse (e.g. ceiling can be made safe)
• Lift failure
• Fire Alarm Activation
• Communal heating system failure (multiple properties)

Essential emergency repairs

We aim to repair or make safe essential emergency repairs within 24 hours or by the end of the next working day. Essential emergency repairs include, but are not restricted to the following

• Partial loss of electric power
• Blocked sink or bath
• Cannot turn the tap off
• Loose handrails
• The mechanical Extractor fan internal to the kitchen and bathroom is not working
• Repair to defective front or back door
• Contained leak
• Defective toilet cistern and overflow
• Repairs to ground-floor windows where a security risk
• Gas central heating systems, hot water or heating failure where no other source of hot water is available, for example electric shower. (Where parts are required, this may take an extra 3 days; where major works are required, such as a full boiler replacement, this may take an extra 7 days).

Routine (non-emergency) repairs

We aim to complete all other types of repairs, including communal repairs within 28 days. This does not include repairs that are part of a planned or cyclical programme of works.

Adaptations in the home

If you are a council tenant seeking support with adaptations to your home, please visit our adapting your home website page for more information.