Council housing repairs

Our repairs responsibilities

The Council has to keep its dwellings in a good state of repair and is responsible for repairing:

• The structure and exterior of your home
• External decorations
• The services (gas, electricity, water) and sanitation (toilets, baths, sinks)
• Installations for space and water heating
• Communal areas 

How to report a repair

Our staff are available to deal with your repairs calls from 8.45 am to 5.15 pm Monday to Thursday and 8.45 am to 4.45 pm on Friday. The number to call is (01926) 456456.

You can write in to Housing Repairs at the following address:

You can email Housing Repairs: contactus@warwickdc.gov.uk

Alternatively you can complete one of these forms to report:

• Tenants repairs to property (19kb, PDF)
• Repairs in communal areas (19kb, PDF)
• Dumped rubbish (17kb, PDF)

• Flytipping
• Rubbish, Waste and Recycling

Emergency service - outside office hours

Ring (01926) 456456. The emergency service is provided out of normal office hours including evenings; weekends and Bank Holidays. This number must only be used for emergencies. If a contractor is called out and an emergency is not involved you may be charged.

When you report a repair

Please be ready to give the following information:

• Your name, address and telephone number
• If you have reported the repair before
• As much detail about the repair as possible
• When access is available (morning or afternoon)

What happens if I’m not in?

When you report the repair we will ask you what times you are in for the Contractor to call. You will be sent a letter confirming the job details, the access arrangements and the date by which the job will be done. If you are not in when the contractor calls to carry out the work and you do not contact the Contractor and make another appointment, the job will be cancelled and you will have to report the repair again if the work is still required.

Rechargeable repairs

Where the repairs to a property are needed as a result of damage or negligence by the tenant, we will charge the tenant for the cost of the repairs.

Satisfied with the repair?

For every repair completed you will be sent a Satisfaction Card. Please tell us what you thought of the service you received. This will help us to identify those areas where we need to improve. Please help us to help you by completing and returning the card. You don’t need to put a stamp on it and all returned cards are entered in a quarterly prize draw. You could win £100!

Download the Repair Satisfaction Survey form (21kb, PDF) and send your comments to us at: Housing Department, PO Box 2175, Riverside House, Milverton Hill, Leamington Spa, CV32 5QE. 

When can you expect a repair to be done?

The Council has set four priority ratings for carrying out repairs:

1. One hour emergency: to be completed within one hour of being reported

• An immediate risk to health or safety
• Risk of major damage to structure or fabric of building, e.g.: failure of electrical supply, gas leak

2. Other emergencies: to be completed within 24 hours of being reported

Potential risk to health or safety e.g.: WC not flushing (where one WC only), leaking water tank

3. Urgent repairs: to be completed within 3 working days

Non-emergency but urgent repairs to heating, plumbing and security systems, which pose a risk to health or safety, e.g.: repair banister rail, door entry systems

4. Routine repairs: to be completed within 30 working days

All other non-urgent work, e.g.: fencing, plastering.

Useful information

• Decoration allowances (17kb, PDF)
• Request for Decoration Allowance (16kb, PDF)

Carrying out your own improvements

•  Request to carry out alterations or improvements (16kb, PDF)

You have the right to carry out certain improvements to your home and you should use a reputable builder.

You may be able to get some compensation for these improvements if you move later, so remember to keep any bills so that you can prove what you paid. Permission from the Council is always necessary before you make improvements. To find out more, contact your Property Maintenance Officer. Remember that some changes may need Planning Permission /Building Regulations Approval and it is your responsibility to get this before the work starts. If you want to know if you need Planning Permission a form can be obtained from Planning: you should also contact Building Control on (01926) 456516.

Right to Repair

If certain repairs are not carried out within a given time you may be entitled to have the work carried out by a second Contractor. If the work is not completed within the second time limit, compensation may be paid.

Full details of the scheme may be obtained from Jane Rostron on (01926) 456415.

Gas safety procedures

If you think you can smell gas:

• DON’T turn electric switches on or off
• DON’T smoke
• DON’T use naked flames
• DO turn off the gas supply at the meter
• DO open doors and windows to get rid of the gas
• Then call (01926) 456456 immediately