Report repairs

General building repairs

Ian Williams Limited has been appointed as the council’s new repairs and maintenance contractor. They will replace Kier Services From Tuesday 2 April 2024.

From Tuesday 2 April 2024 all new building related faults and electric heating reports should be made direct to Ian Williams.

To report a fault or repair, call Ian Williams on 01529 712554 between 8:00am and 5:00pm.

You are not currently able to report general repairs by email, we hope to introduce this in due course. If you are unable to use the telephone service please speak to your Housing Officer, as we have an alternative arrangement available for exceptional cases.

Out-of-hours emergency service

For emergencies that may happen outside the above opening hours including weekends and Bank Holidays, please still call 01529 712554 to reach Ian Williams. Your call will transfer to the out of hours call handler, who will be able to arrange for an operative to visit if required.

To contact Ian Williams, call 01529 712554

To contact Sureserve (formerly Aaron Services), call 01205 591979

Emergency repairs will be attended to outside working hours when:

• The fault poses a serious risk to health and safety
• The fault poses a serious risk to the structure of the property
• The property is not secure

You may be charged if an out of hours repair is carried out, which is not seen as an emergency. The council will use its judgment for out of hours emergency repairs if there are very young, old or sick people living in the household.

Damp and mould concerns

If you would like to seek advice on managing damp and mould in your home, please visit our dedicated Damp and mould advice webpage.

If you are concerned about the presence of damp and or mould in your home, please report this direct to the council on 01529 414155 and ask for the Repairs Team. The Repairs Team will arrange an appointment for an inspection of your home and an assessment to be carried out in order to determine remedial works required.

To view our Housing Damp and Mould Policy, visit our dedicated Housing strategies and policies webpage.

To view our Damp and Mould Position Statement, visit our dedicated Damp and Mould Position Statement webpage.

General building repairs

For general building repairs such as brickwork, joinery, plumbing or electrical works including electrical heating repairs phone Ian Williams on 01529 712554

Out-of-hours emergency service

Out-of-hours emergency service operates during the following times: 

• Weekdays: Monday to Friday 5.00pm and 8.00am
• Weekends: Friday 5.00pm to Mon 8.00am
• Bank Holidays: 24 Hours

To contact Ian Williams, call 01529 712554

To contact Sureserve (formerly Aaron Services) Services, call 01205 591979

Emergency repairs will be attended to outside working hours when:

• the fault poses a serious risk to health and safety
• the fault poses a serious risk to the structure of the property
• the property is not secure

You may be charged if an out of hours repair is carried out, which is not seen as an emergency. The council will use its judgment for out of hour’s emergency repairs if there are very young, old or sick people living in the household.

You can report a heating repair directly to our contractor Sureserve (formerly Aaron Services) using their request a heating repair form.

To view a guide of your responsibilities as a tenant, please visit our Tenant Responsibilities webpage.

Where tenants or visitors to their property, have caused damage (for example a broken window) or been negligent (for example being locked out of property) the council will charge for the cost of works to rectify the problem.

Tenants should be advised that a repair may be chargeable when reporting, however, a charge may be raised after this time if appropriate.

The contractor may ask you to sign a copy of a chargeable form which outlines the works carried out. An invoice will subsequently be raised for which you will be liable.  

For tenants that are leaving their home and have put a Termination of Notice Form in, a certain standard is required by the council of how to leave your home. A pre-inspection is carried out with the tenant where possible (by the Housing Officers making appointments before the tenant vacates). This pre-inspection sets out what the tenant must do to conform to our standard and a form is filled out and signed by the tenant validating this.  If however, this standard has not been achieved when the post inspection is carried out at void stage a charge will be sent direct to the tenants new address.

If the tenant has not had a pre inspection carried out within the notice period, a post inspection is carried out at void and if the property is not at the council standard a letter of intent to charge will be sent notifying them of items to be charged. 

If you are unfortunate enough to receive an invoice for any of the above circumstances, prompt payment is advisable as delay could cause additional costs being added due to the council’s efforts in debt recovery and could eventually lead to court costs.

The Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994.