Tenant handbook - repairs and maintenance
Reporting a repair
Please report all emergency repairs by telephone on 0800 111 4484.
All other repairs can be reported by contacting us via email at housingmaintenance@welhat.gov.uk.
Emergency repairs
We will attend emergency repairs within 24 hours to make the situation safe and secure.
Any additional work needed following an emergency call-out will be raised and prioritised in the usual way.
If your heating system has failed and we are unable to carry out a repair on the first visit, we will provide temporary heaters during the winter months.
Diagnosing your repair
When you report a repair, we will ask you some questions to find out exactly what the problem is.
What we need to know
We need to know what the problem is, the location of the repair and the severity of the problem.
We will need a contact telephone number and details of any special requirements, such as allowing you time to reach your door or avoiding school runs.
If an appointment to access your home is required, we will need to know when someone over the age of 16 will be there.
Acknowledging your repair
Repairs that are reported by email will usually be acknowledged by the Housing Maintenance Team the next working day.
The Housing Maintenance Team will contact you by telephone once the job has been raised to arrange an appointment.
We try to provide an appointment date immediately for repairs that are reported by telephone (if required).
In some situations, the details of your repair will be passed to a third-party contractor who will contact you directly to arrange an appointment that suits you.