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, freephone 0800 0234 320;

for gas related repairs to heating or water appliances, freephone 0800 731 2826.

You can get in touch with the Repairs Office by:

• phone 01843 577266
• 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 quickly will my repair be done?

It depends how urgent the work is. There are six categories of repair - each with it's own target time:

• Category A- Call out - Out of hours
  Attend within 2 hours
  
• Category B- Call Out -Daytime Hours
  Attend within 2 hours of receipt of instructions within working hours to undertake such work as is required for Security, Safety and Health.  If the repair can be completed within 2 hours, this will be done.  Where work cannot be completed at the time of the visit, it should be completed within the next working day.  The Contractor will be telephoned with the Repairs Order number initially.  The Repairs Order will be issued retrospectively.
  
•  Category C - Emergency
  Works to be completed within 1 working day.
  
• Category D - Urgent
  Works to be completed within 3 working days.
  
• Category E - High Priority
  Works to be completed within 7 working days.
  
• Category F - Non-Urgent
  Works to be completed within 21 calendar days.

What if my gas appliance breaks down?

Mears Ltd is the Council's appointed contractor for the servicing and repair of gas hot water and heating systems.

HOUSING GAS HEATING / HOT WATER

Tel: freephone 0800 731 2826.

HOUSING REPAIRS No - 0800 0234 320

GENERAL SERVICE / REPAIRS - 0800 0234 320

HOUSING & GENERAL SERVICE OUT OF HOURS - No 01843 292442

Housing Repairs

E-mail:

housing.repairs
@thanet.gov.uk

Tel: 01843 577266