How to Report a Repair

How to report a repair

There are several ways to report a repair, in all cases please check that the repair is a valid repair and that you have as much information about the fault as you can. Please use your Housing Services Repairs Handbook for help to diagnose the problem.

You can report a repair by:

Personal Visit - You can report your repair to your local Council office during office hours, which are Monday to Friday 9.00 am to 4.00 pm.
Telephone - You should always telephone 01543 462621 with any emergency or urgent repairs. Routine Repairs can be reported between 9.00 am to 5.00 pm Monday to Friday. Emergency Repairs will be dealt with out of hours by the Council's emergency repair service.
Letter - You can send written details of your repair problem to Housing Maintenance at:
Cannock Chase Council
Civic Centre
Beecroft Road
Cannock
Staffordshire
WS11 1BG
Reporting to Housing Staff - You can report the repair to any Housing Officer, including any member of our Housing Maintenance Team.
Email - housingrepairs@cannockchasedc.gov.uk. You can report a repair to the Council by e-mail. Please ensure that you include your unique property reference (available on the front of your rent book), along with the address at which the repair is required, access arrangements and finally telephone number. Please note that failure to provide all of the details will result in your repair being delayed.
Online Repairs Reporting - You can request and report repairs online by visiting the Repairs Online Service.

When you are reporting a repair please make sure that you include your unique property reference (UPRN), the address at which the repair is needed, any access arrangements and your phone number.

Please make every effort to be in attendance at your home at the time of your appointment. We regularly have missed appointments which increases delays for you and affects available appointment times.

Tidy Properties

When our Housing Maintenance colleagues are in attendance, please ensure that your home is in a tidy manner so that the route to the repair is clear and the repair can be completed in the quickest time and safest possible way.
We thank you for your cooperation and patience.

For further information, please see our Tidy Properties Leaflet.

Emergency Repairs

If an emergency occurs and you need to call outside of normal office hours, please ring (01543) 462621 - this number applies to all areas. Please note, do not use email for emergency or urgent repairs. It is vital that we have as much information as possible about what is in need of repair.

What we need to know

It is vital that we have as much information as possible about what is in need of repair.
You need to tell us where you live
Please leave your telephone number, this will help us should we need to contact you about the repair.
Next we will need to know details of access arrangements. (For your convenience the Council offers an appointment service. Please ask for an appointment if you are not offered one.)
Finally, if you have any special requirements or needs, highlight these to the person you report the repair to as it will help us to provide a better service.

What we will tell you

Following your report we will advise you of the repair standard your repair will fall into and the timescale for completion.
If your repair or inspection is to be undertaken by appointment you will be advised of the appointment slots available.
We will give you your job reference number.
We will confirm your appointment by text message when your call is logged. We will then remind you of your appointment by text message one working day prior to the event to a mobile or BT landline of your choice.
For your security we do offer a password scheme if you require, which can be set up with our customer service advisor handling your repair.

Repairs that are your responsibility

Your responsibilities are detailed in your Housing Services Repairs Handbook.

These include:

Replacing locks, the Council will only replace locks if the full amount is paid in advance.
WC seats, except for tenants over 60.
Changing smoke alarm batteries, except for tenants over 60 years old in bungalows or ground floor flats.
Repair to garden paths, unless it provides direct access to the property.
Sweeping of chimneys.
Provision or replacement of line posts or rotary dryers, except in communal drying areas.
Replacement of plugs and chains to sinks, baths and wash basins, including WC chains.
Repair or replacement of door furniture where the damage or fault is not attributable to fair wear and tear.
Provision, repair or replacement of curtain rails and pelmet boards.
Replacement of electricity fuses.
Replacement and repair of minor fittings, e.g. gate latches.
Internal decoration.
Minor plaster repairs and minor cracks to ceilings.
Provision or replacement of door numbers.
Repairs to fences, sheds and other structures erected by the tenant.
Repairs to TV and CB aerials and satellite dishes, except where provided as part of a communal system.
Repair or replacement of window catches and stays except to PVCu or metal windows.
Damage to Council property, not attributable to fair wear and tear.

Useful Information