Reporting a repair
Normal, non-urgent repairs such as minor heating faults, radiator replacement, bathroom and kitchen units and fittings, small plastering works and fence repairs will be attended to as soon as possible, and certainly within 28 days.
If you report a problem with damp and/or mould conditions we will organise an inspection to find out the cause within 10 working days. When we have discovered the cause we will work closely with tenants to resolve the problem. There may be just one or a range of interventions, however our policy requires us to act promptly to remove mould conditions, deal with disrepair and provide additional interventions to act on causes.
Emergency repairs will be attended to within 24 hours. If it is an emergency we will ask you to stay in the property until we are able to attend. An emergency is defined as something which could not have been foreseen and which could cause danger to health, residents' safety or serious damage or destruction to property. We undertake essential work to make safe or provide, where possible, a basic service. Examples of these are: emergency fire damage, dangerous electrical faults, serious burst water pipes, gas leaks, blockage to the only toilet, loss of heating in cold weather and there is no other form of heating available, severe roof leaks and loss of only source of water.
If you wish to report a repair in a different way, you can do this:
- by email: customerservices@northwarks.gov.uk
- by telephone: 01827 715341 (office hours between 8.30am and 5pm, Monday to Friday, and out of office hours)
If you require an emergency repair outside of our normal hours, you can report this by telephone 0300 303 5573. However, please note that this service is intended for emergency repairs, such as a burst water pipe or a dangerous electrical fault,only. We will deal with emergency repairs as quickly as possible. Out of hours and bank holidays, the emergency number is directed to the lifeline centre which is manned 24 hours a day.