How do I report a repair?In order to make it easier for you to report a repair, we have introduced a repairs freephone number, which will link you directly to a member of our Contact Centre Team at Pentrebach.
08000 857 843
Is is also possible to report a repair by filling in the following on-line form:
Reporting a Repair (E-form)
These staff are fully trained to deal with your requests which can be made between 8.30am and 5.00pm Monday to Thursday or between 8.30am and 4.30pm on Fridays.
This dedicated line can be used to report any type of repair.
In the event of an urgent repair in the evening or weekend, you should phone (01685) 385231 when your request will be transferred to our emergency service.
We hope that you will have noticed the improvements that have been made to the repairs service, which we are continually monitoring to ensure that the service you receive is of a high quality.
What happens when I report a repair?
Each repair is diagnosed and based on the questions answered a priority is determined:
Emergency
We aim to respond within 24 hours. For repairs that remove immediate danger to people, avoid flooding or major damage to the property, make the property secure, or restore total loss of heating to the home (excludes summer months). Work will be carried out to make the situation safe. We will inform you if we need to carry out any follow up work.
Urgent
We will complete the repair within 5 working days. For work to restore full or partial failure of sanitation, water or electrical supply, or heating systems, and any other urgent work to prevent immediate damage to the property, to overcome serious inconvenience to the tenant or where there is a possible health, safety or security risk.
Routine Maintenance
We will complete within 20 working days. For work where the fault or failure does not cause immediate inconvenience or present a danger to occupants or the public, but should not wait for a planned programme of work. Work will normally be appointed to your convenience.
Appointment System
We have introduced an appointment system where we now offer appointments for urgent work or routine work. During the telephone conversation you will be advised of the work priority. For routine work an appointment date and time can be offered, this is confirmed in writing. For urgent work we may not be able to offer an appointment based on resources available, but we will try to accommodate your needs.
What can I do if I am not satisfied with the repairs carried out at my home?
If you are not satisfied with the service provided, please contact the Repairs Contact Centre on our freephone number (0800 0857843) and one of our operatives will try to assist you. If however you are still not satisfied, they will pass your call onto the appropriate Officer.
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