Use this form to report an issue with heating in your council property. You can also use this form to check on the progress of issues you have already been reported.
If you need to tell us about an issue that does not relate to your heating, or if you are reporting an issue on behalf of someone else, please telephone our customer services team on 0300 131 2131.
Or you can contact us.
Emergency repairs
If it's an emergency, call us on 0300 131 2131.
A repair is an emergency if it involves the following problems:
- you cannot lock or secure your home
- you cannot get into your home
- dangerous flooring or stairs
- total loss of water supply
- uncontrollable water leaks
- unusable taps in the 'on' position
- blocked toilets or soil and vent pipes (if only one in the property)
- blocked drains (if backing up or spilling out)
- missing inspection chamber covers
- severely damaged or dangerous roofs
- electrics sparking, smoking, very hot, or with bare wires
- total loss of electric power
- blocked chimney to open fire in use
Another problem is a loss of heating or hot water during cold weather. From 1 November to 30 April each year, our standard response time is 24 hours, but our contractor will respond as quickly as possible.
Calls are prioritised. For example, a frail, elderly person living alone would have high priority. How quickly we get to you depends on how busy we are.
If the heating can't be fixed during the visit, our contractor will try to arrange to lend you a temporary electric heater until the repair can be finished.
Please give us as much information as possible about:
- the problem you are reporting
- yourself and your address
- your contact details
Other repair enquiries
You can contact us to:
- ask about an overdue repair
- ask about a repair you have been charged for
Our timescales for responding to repair requests
The time you will have to wait for a repair to be carried out depends on the type of work required but is usually between 24 hours and 30 working days.
Our first response to an emergency will be within 24 hours but it is usually quicker than this. Issues that we consider to be an emergency are listed above.
You will receive a first response to urgent repairs within four working days. We consider ‘urgent’ issues to be problems that may cause you extreme nuisance or may lead to damage to your home, or a risk to you or your family's health or safety if not dealt with quickly enough.
We respond to prompt repairs within 10 working days. We class a ‘prompt’ repair to be something that causes you unreasonable inconvenience and/or may become a much larger problem or repair if left for longer. This could be a sticking front door, loose wash hand basin, loose or broken roof tiles, loose kitchen wall cupboard or a broken extractor fan.
General repairs will be responded to within 30 working days. This is when an issue does not cause you any major inconvenience or disturbance and is unlikely to get much worse. This could include repairs to wall tiles, plaster, kitchen worktops, floorboards, sticking windows or internal doors, external rendering, pointing or fencing.