Report a Repair

Castles & Coasts Housing Association (CCHA) aims to provide an excellent repairs service to our residents in compliance with our legal obligations and the tenancy agreements we hold with our residents.

Information on our commitment to repairs is covered in our Service Standards. 

Where damage or neglect has occurred, and this has led us to carry out a repair, we will charge the resident for this repair to be carried out.  This is known as a rechargeable repair.  Further information about this type of repair can be found in our Rechargeable Repairs Policy.

Emergency Repairs

Emergencies are problems that present immediate risks to your safety, security or health.  For example loss of heating or flooding.  To report an emergency repair call us immediately on 0800 085 1171.

The following would be classed as emergency repair items:

Total loss of electric power (not a general failure, speak to neighbours and check with your utility company)

Total loss of water supply (not a general failure, speak to neighbours and check with your utility company)

No heating and hot water (between 1st October – 31st March. Please ensure that there is credit on meters if applicable)

Doors or ground floor windows that aren’t secure

A leak that cannot be contained or causes a risk of electric shock

Toilet not flushing (when there is no other toilet, please use a bucket of water to flush, if possible)

Partial loss of power, but only when it is a danger to health and safety (affecting essential equipment such as a stair lift or a nebuliser)

Locked out or lost keys (may be chargeable)

Smoke and/or carbon monoxide alarms (continuous noise)

Fire, flood or explosion damage

Emergency call system inoperative

Lift failure

Any requests for an emergency repair that is not a genuine emergency, or is required as a result of accidental or deliberate damage may be chargeable.  If safe to do so, you must remain in the property to provide access for the Contractor.

If you smell gas, contact the National Grid Emergency Service on 0800 111 999 and follow their guidance.

Non-emergency Repairs

Non-emergency repairs are things you can reasonably live with for a short time without immediate risk to your safety or health, for example, an internal door repair or plastering.

Please report non-emergency repairs using the Residents' Portal or you can contact us.

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