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Council tenant repairs

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Repairs are carried out by HTS (Property & Environment) Ltd on behalf of the council. 

Report a repair

You can report a repair by:

  • telephoning the Repairs Centre on 01279 446666 (best if your repair is urgent)
  • using your MyHome account
  • visiting the Civic Centre, where a free phone service is available direct to the Repairs Centre
  • email repairs@htsgroupltd.co.uk

If your repair is about damp or mould, you need to report this to us online.

When you report a repair, we will ask you for:

  • your name, address and phone number
  • what and where the repair is
  • when you are available to give access to the property
  • any special requirements you have

We will give you a:

  • repair reference number (planned works)
  • date and time for HTS to visit your home

Appointments may be made for Monday to Friday between:

  • 8am to 12pm
  • 12pm to 4pm

Some repairs will be carried out under planned works. We will contact you at a later date to let you know when the works will be carried out.

If you can no longer make an appointment, you need to let HTS know as soon as possible by calling the Repairs Centre.

If HTS are due to be late for your appointment, due to other jobs overrunning, they will let you know in advance.

If HTS can no longer make an appointment, they will let you know at least one day in advance and will arrange a new appointment to carry out the repair.

If HTS miss the appointment completely and have not given you sufficient notice (after investigation your claim is proven) they will pay you £10 for the missed appointment.

Damp and mould

You need to report damp, condensation and mould issues to us online.

Report damp or mould to us

After we receive your report, we will arrange for a building surveyor to visit you and inspect the problem.

They will schedule any repairs or improvements necessary, work with a contractor to arrange a start date and provide information on the duration of the repairs.

Whilst you wait for our visit, we recommend you read through our advice on preventing damp and mould (pdf)

Repairs service

Once you have reported your repair, we will place it into a category with a target time to deal with the repair:

  • emergency repair (within 24 hrs)
  • urgent repair (within 5 working days)
  • standard repair (within 20 working days)
  • planned works (within 60 working days)

Council responsibilities

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