Requesting Repairs
A new organisation, Charnwood Neighbourhood Housing, has now been formed to manage the Council’s housing stock allowing the Council to focus on the housing needs of the borough as a whole.
You can go to their website by clicking here.
At the moment you will find information for CNH tenants on both the Council and CNHs website.
Requesting Repairs
How do I Request Repairs?
If your home needs repairs or if you feel that an item should be renewed, you should call the Contact Centre on the following telephone number:
- 01509 634567
Between the following times:
- Monday - Friday: 8.00am - 8.00pm
- Saturday: 8.00am - 1.00pm
What if the Repair is an Emergency?
If the repair is an emergency and is outside the times stated above, you should contact Lifeline on the following number:
- 01509 643970
If the repair is not an emergency, you should call the Contact Centre on the next working day.
What Details will I Need to Give?
You will need to give the following:
- Property address
- Contact time and telephone number
- Full details of repair/replacement required
What Happens Next?
If the work is category A, a 24 Hour Emergency Call Out (as detailed on the following page) an order will be raised for the work to be completed within the category.
If the work is category B (3 days urgent), Category C (7 days Priority) or Category D (20 days non-urgent) the following shall apply:
- If the work is likely to be under £250.00 an order will be raised immediately by the Officer who takes the call
- If the work is likely to be over £250.00 an inspection ticket will be raised for the Area Maintenance Surveyor to call prior to an order being raised
At the time of ordering/inspection of the work you will be advised of the approximate length of time the work will take.
How Quick Will The Repairs Be Completed?
The Borough Council have determined that repairs fall into four categories as listed below :
New Repair Order Category Periods From 1st April 2007
Category A call-out completion within 24 hours
- TOTAL LOSS OF ELECTRICAL POWER
- UNSAFE POWER, LIGHTING SOCKET OR ELECTRICAL FITTING
- TOTAL LOSS OF WATER SUPPLY
- TOTAL OR PARTIAL LOSS OF GAS SUPPLY
- BLOCKED FLUE TO OPEN FIRE OR BOILER
- TOTAL LOSS OF SPACE OR WATER HEATING BETWEEN 31 OCTOBER AND 1 MAY.
- BLOCKED OR LEAKING FOUL DRAIN, SOIL STACK OR TOILET
- TOILET NOT FLUSHING
- LEAK FROM WATER OR HEATING PIPE, TANK OR CISTERN
- LEAKING ROOF
- INSECURE EXTERNAL WINDOW, DOOR OR LOCK(I.E. Insecure premises including void properties)
- DANGEROUS STRUCTURE
PLEASE NOTE
LOST KEYS AND REGLAZING ARE THE TENANT’S RESPONSIBILITY.
However if a crime was committed i.e. keys were stolen or window broken due to a burglary or malicious damage / vandalism then a repair order can be raised once the Tenant provides a crime reference number.
Category B - 3 Working Days
- PARTIAL LOSS OF ELECTRICAL POWER
- PARTIAL LOSS OF WATER SUPPLY
- TOTAL OR PARTIAL LOSS OF SPACE OR WATER HEATING BETWEEN 30 APRIL AND 1 NOVEMBER
- BLOCKED SINK, BATH OR BASIN
- LOOSE OR DETACHED BANISTER OR HANDRAIL
- ROTTEN TIMBER FLOORING OR STAIR TREAD
- TAP WHICH CANNOT BE TURNED (ON), EASE TAPS
- OVERFLOW RUNNING
- BROKEN MANHOLE COVER
Category C - 7 Working days
- DOOR ENTRYPHONE NOT WORKING
- MECHANICAL EXTRACTOR FAN
- RESECURE LOOSE WASH HAND BASIN
- REGLAZE AFTER PREVIOUSLY HAVING BEEN MADE SECURE (BOARDED UP)
Category D - 20 Working days
- ALL OTHER INTERNAL ELECTRICAL WORKS
- ALL OTHER INTERNAL PLUMBING AND SANITARY FITMENTS
- INTERNAL JOINERY WORK
- EASING OF LOCKS
- INTERNAL PLASTERING AND WALL REPAIRS
- EXTERNAL JOINERY WORK
- EXTERNAL BRICKWORK, PATHS, FENCES AND GATES
Planned maintenance not included in above
Contact Housing Services
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