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.
Update 6 April 2021: Housing Maintenance have kept essential services going despite the challenges presented by COVID-19. Our priority now is to resume normal maintenance and repair services to our tenants, alongside dealing with a backlog of empty council properties that require repair in order to make them available for letting to those within our communities in urgent need of housing. In light of the continuing pressures, there will be some changes to our usual services.
With effect from 12 April we will be resuming 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 from 12 April.
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.
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.
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.
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.
You can use our online system to report a non-urgent repair to your council home or communal area.
The time taken to respond to your request depends on the nature of the repair. We prioritise repairs as per the categories below.
| Repair Types and Response Times | Repair Details |
|---|---|
| Emergency: three hours | This 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:
|
| 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:
|
| Routine: 20 working days | This 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:
|
| Inspection: 28 working days | These are repairs requiring inspection to ascertain the nature and to control budgets. Reasons for inspections include:
|
For information on our cyclical and maintenance programmes, visit our page on maintenance of council homes.
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.
For more information on the responsibilities of tenants, refer to our Maintenance and Repair Policy.
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.
For more detailed information on our repair policy, download our Housing Landlord Services Maintenance and Repairs Policy 2019 below.
Housing Landlord Services Maintenance and Repairs Policy 2019 [445.58KB]
You can also download our Asset Management Strategy below.
Asset Management Housing Strategy 2020-24 [3.84MB]
For any further help or information, contact the Housing Support Hub by email to housing.supporthub@nfdc.gov.uk
Share this page
