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Repairs handbook
Need a repair? Find out who’s responsible, what the process involves, whether there’s a cost and how to report it—whether it’s urgent or routine.
Who’s responsible for repairs?
We will take care of:
- the structure and outside of your home (walls, roof, drains, gutters)
- water, gas, and electricity supply systems
- toilets, sinks, baths, and showers
- heating systems (boilers, radiators, water tanks).
You are responsible for:
- general upkeep and minor repairs inside your home
- damage caused by you, your household or visitors
- personal appliances and fittings you’ve installed.
You can find more details in the Guide to repairs you're responsible for.
Repair response times
Repairs are grouped by urgency:
Emergency repairs
What it means: Serious issues that could be dangerous or cause major discomfort.
Examples: Major leaks, no power or heating, structural damage.
Response: We aim to attend within 24 hours to make things safe.
Report an emergency repair
- Mon-Fri 9am - 4pm: 0344 980 3333
- Out of hours: 01603 412180
Report a gas leak
If you smell gas report it immediately to Cadent on 0800 111 999, 24 hours a day.
When you have reported it, please also let us know on 0344 980 3333.
Urgent repairs
What it means: Problems that affect comfort but aren’t emergencies.
Examples: Partial loss of heating or electricity.
Response: We aim to attend within 5 working days.
Routine repairs
What it means: Non-urgent issues that don’t affect daily living.
Examples: Plastering, specialist repairs.
Response: We aim to attend within 60 working days.
Rechargeable repairs and charges
If a repair is needed due to damage that isn’t considered normal wear and tear - such as damage caused by you, someone in your household or a visitor - you may be charged for the cost of the repair.
In most cases, you’ll need to pay before the repair is carried out.
However, if the repair is covered by Right to Repair legislation or involves a vulnerable person, we may allow payment after the work is completed.
How charges work
- for repairs that are your responsibility (known as rechargeable repairs), you’ll usually be charged a standard fixed rate
- if the repair costs more than £250, you’ll be charged the actual cost instead
- we will always confirm the amount you need to pay before any work begins.
Appealing a repair charge
If you think a charge is unfair, you can appeal once per repair.
Include in your appeal:
- a clear explanation of why you believe the charge is unfair.
- supporting evidence, such as photos or documents.
- any relevant details about the situation or circumstances.
Appeal a rechargeable repair charge
For leaseholders
If you own a lease and the Council owns the building (is your freeholder), please check our Leaseholder guidance page for information about repairs to your property.
