Housing Repairs

Who do I contact to report a repair?

If you are a tenant of Thanet Council you can use a free telephone number to report repairs that are needed:

For general repairs call Mears:

• Freephone 0800 0234 320
• Landline 01843 282104 or 01843 282105

For gas related repairs to heating or water appliances call Swale Heating: Freephone 0800 121 6860

You can get in touch with the Repairs Office by:

• phone 01843 577000
• e-mailing us on housing.repairs@thanet.gov.uk
• visiting the Housing Desk at Thanet Gateway Plus
• make a request for repairs to Council property online.

We will require the following information:

• Your name
• Your address
• Contact telephone number
• Access times - When are you usually at home?

for emergency out of hours repairs

What repairs is the council responsible for?

• Repairs to the structure and outside of your home: including roofs, walls, floors, drains, gutters and external pipes.
• Baths, basins and sinks.
• Any heater or central heating system we put in.
• Steps or paths that are an essential means of access, and any boundary fence or wall erected by us.
• All communal entrances, halls, stairways, lifts, communal lighting, rubbish chutes and wheeled bins.

What repairs am I responsible for?

• Glazing.
• Fuses and plugs.
• Light bulbs, fluorescent tubes and starters.
• Plugs and chains to sinks, basins and baths.
• Renewing door keys, letter plates and knockers.
• Gate and shed latches, bolts and catches.
• Easing internal doors (including carpet adjustments).
• Renewing clothes posts and lines (except in shared drying areas).
• Sweeping chimneys.
• Minor repairs to paths.
• T.V. aerials (except communal aerials).
• Pelmets and curtain rails.
• Renewing external door locks except where requiring replacement through fair wear and tear.
• Renewing hinges, furniture, locks, handles, and catches for internal doors.
• Renewing sealant around sinks, baths, and kitchen work surfaces.
• W.C. seats, covers and chains.
• Glazed tiles around bath, basin or sink.

Will I be charged for any damage?

You are responsible for any repair required because of neglect or damage caused by you, another person living with you or your visitors.

If we have to carry out emergency repairs which are your responsibility, you will be charged for both the cost of the repair plus administration costs. As a tenant, you have to take reasonable steps to prevent repairs from being necessary.

Please consult your Conditions of Tenancy for full details of your responsibilities.

How soon will my repair be done?

When you report a repair we will discuss the nature of the problem, prioritise the repair and agree a suitable appointment with you.

Emergency repair:

4 hour response (Performance target 100%)

An ‘emergency’ is a failure or a need for an urgent repair which constitutes an immediate danger, health hazard or which has a serious affect on the occupation of the property, or endangers security. 

This includes but is not limited to:

• Explosions and fire
• Gas and water leaks
• Severe plumbing leaks into the property where the tenant is unable to isolate the supply
• Loss of storage or immersion heating between 1st November and 30th April
• Urgent need to force an entry  or secure a property
• Total Electrical failure
• Total loss of communal lighting between 1st November and 30th April
• Overflowing foul drains
• Unsafe electrics
• Risk of building likely to collapse

Urgent repair:

24 hour response (Performance target 100%)

An ‘urgent’ is a failure or a need for an urgent repair which constitutes a danger, health hazard or which has a serious affect on the occupation of the property, or endangers security. 

This includes but is not limited to:

• A failure of a primary source of service e.g. heating water and electricity.
• General water leaks and total loss of water supply
• Blocked flue to open fire
• Failure of communal door locks

Routine repair:

16 day response (Performance target 98%)

All other repairs not considered to be an Emergency, Urgent or Necessary repair.

Local standards for Thanet residents

We have been working with the Thanet Tenants and Leaseholders Forum and Tenant Repair Group to develop standards of service which tenants can expect to receive from the housing service.

We have considered:

• Customer service and choice, Resident involvement & Complaints
• Repair and maintenance
• Neighbourhood management
• Anti social behaviour

Housing Repairs

E-mail:

housing.repairs
@thanet.gov.uk

Tel: 01843 577000