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:

  • phoning 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
  • emailing 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

If you have concerns about damp, condensation, or mould in your home, please report it to us as soon as possible. Early reporting helps prevent issues from getting worse and allows us to act quickly. 

You can report damp and mould by:

Reporting damp and mould early helps us assess and treat problems promptly, reduce the risk of further damage, and minimise disruption to you.

Please ensure you allow access to your home so we can inspect and resolve the issue as quickly as possible. 

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

You can also read our damp mould environments policy

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 25 working days)

Council responsibilities

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