Council housing repair

Residents who live in council properties can contact us to report when repairs are needed.

We also publish information about maintenance of council homes and self-help repair advice for tenants.

On this page:

Coronavirus information

Maintenance and repairs

We have resumed all maintenance and repair activities within tenants' homes.

Residents are now able to log non-urgent repairs or rearrange cancelled work with advanced appointments offered.

We do anticipate an increase in demand on our Housing Customer Services team and would recommend reporting your repair via our online reporting tools. Please bear with us and we will respond as quickly as we can.

Council Housing Maintenance staff will continue actively enforcing social distancing guidance when undertaking visits within tenants' homes, wearing a face covering and observing regular hand washing and hygiene regimes in accordance with government guidance.

Empty properties

We have taken the decision to temporarily suspend the internal painting of walls when we re-let a council property in most cases and will be gifting decorating packs to incoming tenants in the interim period.

We understand this may be disappointing, but our priority is to get empty homes let without delay to those in urgent need of housing.

The ongoing situation will be kept under strict review.

Report a repair

If you can smell gas or suspect a gas leak, call the National Gas Emergency Service first on 0800 111 999. Have your postcode ready. You must also call the council using the phone numbers below. 

Urgent repairs

Contact us right away to report an urgent repair to your council home or communal area.

Report an urgent repair outside office hours by calling 023 8028 5250 or 07771 259098.

During office hours, report an urgent repair by calling 023 8028 5222. The Housing Support Hub is open on Monday to Thursday between 8.30am and 5.15pm, and on Friday between 8.30am and 4.45pm.

Non-urgent repairs

You can use our online system to report a non-urgent repair to your council home or communal area.

Response times for repairs

The time taken to respond to your request depends on the nature of the repair. We prioritise repairs as per the categories below.

Response times for repair
Repair Types and Response TimesRepair Details
Emergency: three hoursThis is to make a situation safe or perform temporary repairs. This work is necessary to prevent danger to life or extensive damage to property, or if the problem will have an adverse effect on a medical need.
Urgent: 24 hours

This is to prevent suffering undue inconvenience or further damage to property. Urgent repairs include:

  • Loss of hot water (between 31 October and 1 May).
  • Loss of heating (between 31 October and 1 May).
  • Defective light fitting to kitchen, bathroom or stairway.
  • Replacement toilet pan, where only one toilet exists.
  • Restore flush to toilet.
  • Defective external door locks.
Priority: five working days

These are repairs that may affect the comfort of residents and are likely to cause damage to the property if not carried out. Priority repairs include:

  • Loss of hot water (between 1 May and 31 October).
  • Loss of heating (between 1 May and 31 October).
  • Renew light fitting.
  • Repair leaking pipe in the property.
  • Unblock drain.
  • Rain penetration.
Routine: 20 working daysThis includes all other minor repairs to your property.
Programmed Works: 90 working days

These are major items of replacement, or work that requires weather or safety-dependent work planning. Programmed works include:

  • External repair and painting.
  • Re-roofing.
  • Chimney, wall or other masonry repairs.
Inspection: 28 working days

These are repairs requiring inspection to ascertain the nature and to control budgets. Reasons for inspections include:

  • Damp and mould.
  • Fencing and gates.
  • More complex repairs to the property.

For information on our cyclical and maintenance programmes, visit our page on maintenance of council homes.

Tenant responsibilities and recharges

Council tenants have responsibilities for their homes. This means that some repairs are your responsibility and you may be liable to pay for them.

For routinely charged minor repairs such as lost keys and broken windows, we will apply a fixed charge payment (including VAT) as set out below.

  • During office hours: £67.20.
  • Out of office hours: £106.80.

For more information on the responsibilities of tenants, refer to our Maintenance and Repair Policy.

Self-help for tenants

You may wish to carry out checks or attempt minor repairs yourself. To provide guidance for certain types of repair, we have a series of self-help videos and leaflets.

Further information

For more detailed information on our repair policy, download our Housing Landlord Services Maintenance and Repairs Policy 2019 below.

Icon for pdf Housing Landlord Services Maintenance and Repairs Policy 2019 [445.58KB]

You can also download our Asset Management Strategy below.

Icon for pdf Asset Management Housing Strategy 2020-24 [3.84MB]

For any further help or information, contact the Housing Support Hub by email to 

Safety inspections and routine repairs to your rented property.
Carrying out checks or making minor repairs to your rented property.

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