Report a Repair

Our repairs service during the COVID-19 (Coronavirus) pandemic

During the current COVID-19 (Coronavirus) pandemic. Castles & Coasts Housing Association (CCHA) is following Government guidance. As a result, we have had to make temporary amendments to some of the services we offer. We would like to assure you that the health and safety of our residents, colleagues and partners is our upmost priority and that we are prioritising critical services, which keep our residents and their homes safe.

In the interim we are suspending non-emergency repairs and will be carrying out emergency repairs only. Please be assured that CCHA will reconvene non-emergency repairs, as soon as we are able to do so.

In order to support us to continue delivering these critical services, we ask that, if we carry out an emergency repair, or gas service to your home, you respect social distancing guidance and we will do the same. This means, staying at a distance of at least 2 metres (6 foot) from our contractors and letting us know if you, or a member of your household, are displaying any of the symptoms below:

  • A new and continuous cough
  • A high temperature, or you feel as though you may have a fever
  • Or, a member of your household has been in contact with someone who has been diagnosed with COVID-19 in the last 14 days

For a comprehensive break down of emergency repairs, please see the list below.

To report an emergency repair, please call us on 0800 085 1171.

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.

We recommend using the Residents' Portal to manage your CCHA account, including the reporting of repairs.

However, if you don't currently use our Residents' Portal or you are reporting a repair for a friend or relative, you can log a repair by clicking on the button below.

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