Report a repair

We aim to provide an excellent repairs service to our residents. We comply with our legal obligations and the tenancy agreements that we hold with our residents.

Information on our commitment to repairs is covered in our Residents' Charter

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

We also provide an emergency call out service to deal with emergency repairs outside of normal working hours. Customers should still use our 0800 085 1171 number for emergency repairs out of hours. 

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 by clicking the button below.

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.

Win if you're in!

Being at home for planned non-emergency repairs appointments, gas and electric compliance checks and assessments/treatment of damp or mould is really important, to help us make sure we’re keeping your home safe and healthy. And now you could win if you’re in!

Between 1st February 2024 and 30th September 2024, making sure you’re at home for a scheduled appointments means you’ll be automatically entered into a prize draw to win a £50 shopping voucher. One winner will be drawn at random in May (for February to April appointments), August (for May to July appointments) and November (for August to October appointments).

Unfortunately, every time someone misses their appointment, it means another resident that could have had that slot has missed out. Plus the huge cost of having to make repeat visits is also money we could have invested in improving resident’s homes instead.

Please help other residents and us by being home for your appointment and you’re in with a chance to win a £50 voucher!

Read the full terms and conditions for the campaign below.

You can read more about the ‘Win if you’re in’ campaign here

Not going to be home?

We want to deliver the best possible service we can for our residents but we know people lead busy lives, so if you know you won’t be at home for your appointment please let us know as soon as you can.

That gives us time to rearrange it and allows someone else to have your original slot.

 

‘Win if you’re in’ terms and conditions 

  • The initial pilot will run from 1 February 2024 to 30th September 2024, with three draws taking place, and one winner selected at random each time.
  • The prize will be a £50 Amazon gift card. No cash alternative will be offered
  • Eligible appointments will be automatically included in the draw each month. The eligible appointments are non-urgent repairs appointments, visits to assess/treat damp or mould, and compliance appointments such as gas servicing and electrical safety checks, carried out by CCHA colleagues or our contract partners.
  • The monthly winner will be chosen at random from our IT system based on appointments where someone was at home and access was granted to carry out the works, within the given time period for each prize draw.
  • Each winner will be contacted by CCHA via email or phone call by the end of the following calendar month. Prizes unclaimed after three contact attempts will be offered to another resident selected at random, with the same contact terms.
  • CCHA’s decision is final and no correspondence will be entered into about any decision regarding this campaign
  • The prize draw is open to all CCHA residents aged 18 years or over, and will be given to the lead tenant named at the winning property.
  • The prize draw is free to enter, and no purchase is necessary.
  • The winner’s names will be available on request by contacting CCHA’s Customer Services Team via email on cs@castlesandcoasts.co.uk
  • CCHA may wish to use images of winners of the prize draw on the website or on social media, with prior consent from the winning resident, and without publishing their address.
  • Residents have the right to refuse participation in the draw and if they win, their prize can be offered to another resident selected at random.
  • CCHA reserves the right to refuse to award the prize to anyone in breach of the Rules or the Terms and Conditions or the spirit of the Rules or the Terms and Condition

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