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How to Report a Repair

You can report a repair by:

Telephone

  • Call Customer Services on 01962 848 400
  • Out of hours on 01962 865 405

Online

  • Using My Winchester Tenancy - our Self Service Portal for Tenants
  • E-mail to housing@winchester.gov.uk 

 

Repair Categories

When you report a repair, we will decide how urgent it is and will place it in one of the categories shown in the table below. This table also shows the type of work placed in each category and how soon the repair is likely to be carried out.

DURING SEVERE WEATHER CONDITIONS, THERE MAYBE EXCEPTIONAL DEMAND ON THE REPAIRS SERVICE. MANY OF THE ISSUES RELATE TO FROZEN CONDENSE PIPES COMING FROM BOILERS. YOU CAN FIND ADVICE AND HELP BY CLICKING ON THE 'FROZEN CONDENSE PIPES' LINK IN THE 'DOCUMENTS' SECTION OF THIS PAGE.

Category

Response Target

Type of incident/repair

A

(Emergency)

 

Respond and make safe and/or carry out temporary repairs  within 2 hours  of report

 

(follow-up works may then need to be raised on lower priorities)  

 

 

 

 

This response priority is reserved for incidents that require an immediate response to either prevent danger to life or extensive damage to the property, if the incident/problem will have a serious and unavoidable adverse effect on someone’s medical needs or personal health and/or safety or if there is an infant under 1 year old living in the property.

 

(“unavoidable”   -   we deem it reasonable to expect a tenant and/or  their dependents to put on additional layers of clothing to keep warm in winter and therefore loss of heating would normally be a “next day “ response   -  i.e. not  an emergency )    

 

If it is found that the call is not actually an emergency, or if any resident  abuses this service priority  -  then  the resident  will  be re-charged  any  extra-over costs/charges  associated  with this  priority  (eg. for an out-of-office-hours call this will be  £ 105 )

 

B

(Urgent)

 

Next day

or

within 5 working days

 

(see table below)

 

These repairs require reasonably urgent attention to prevent residents from experiencing significant inconvenience, risks to health and safety  or  further damage to their home or property.

 

 

C

(Routine)

 

Within 12 working days

 

These include minor repairs which are not deemed an emergency nor urgent.   

 

D

(Low routine)

 

 

Within 30 working days

 

Low priority repairs.

 

E

(Planned)

 

Planned Maintenance

 

Low priority repairs that can be added to existing cyclic/planned programmes.

 

 

                                                                                                                    Expected Repairs Response Targets.

Trade

Repair

Response Category

Response Timescale.

Drainage/Sewers

Blocked sewers

Emergency

Now

Plumbing

Burst water pipes

Emergency

Now

Loss of regular water supply

Urgent

Next day

Loss of hot water supply (1st November - 30th April)

Urgent

Next day

Loss of hot water supply (1st May - 31st October)

Urgent

Within 3 working days

Total failure of central heating (1st Nov – 30th April)

Urgent

Next day

Total failure of central heating (1st May – 31st October)

Urgent

Within 3 working days

Radiators  - majority (>60%) not getting hot  ( 1st Nov - 30th April)

Urgent

Next day

Radiators -  >1 but < 60% not getting hot  (1st Nov - 30th April)

Urgent

Within 3 working days

Radiators -  single not getting hot  (1st Nov - 30th April)

Routine

To suit tenant

Radiators -  any number not getting hot   1st May - 31st Oct 

Routine

To suit tenant

Running or broken overflows    (in freezing conditions)

Urgent

Next day

Running or broken overflows    (in non-freezing conditions)

Routine

To suit tenant

Replacement of broken WC pans, where there is only one WC

Urgent

Next day

Replacement of broken WC pans, where there is more than one WC

Urgent

To be arranged with a mutually convenient appointment date within 5 working days

Restore flush to WC where tenant is unable to flush with a bucket of water

Urgent

Next day

Uncontainable leaks

Emergency

Now

Containable leaks

Urgent

To be arranged with a mutually convenient appointment date within 5 working days

Replacement Tap washers

Routine

Low priority works - To be arranged with a mutually convenient appointment date within 12 working  days

Electrician

Total Loss of Electricity

Urgent

Next day

Defective light fittings to kitchens, bathroom or stairways (does not include faulty lamps)

Urgent

Next day

General Electrical repairs (not specified above)

Urgent

To be arranged with a mutually convenient appointment date within 5 days

Carpenter

Defective External Property Door locks

Urgent

Next day

Board up or re-glaze for security reasons

Emergency

Now

Glazing replacements (after boarding up)

Urgent

To be arranged with a mutually convenient appointment date within 5 working days

Rain penetration to doors/windows

Urgent

To be arranged with a mutually convenient appointment date within 5 working days

Loose floorboards

Urgent

To be arranged with a mutually convenient appointment date within 3 working  days

Garage Doors

Routine

Low priority works  - To be arranged with a mutually convenient appointment date within 12 working  days

General Building

Dangerous roof slates/chimneys (make safe only)

Emergency

Now

Roof leaks

Urgent

Next day

Replacement chimney pots

Routine

Low priority works  - To be arranged with a mutually convenient appointment date within 12 working  days

Other low priority repairs to be completed within 30 working days.

 

Please Note:

Calls where radiators are not getting hot should not normally be attended to as an emergency.

The guidance for responding to this type of reports where radiators are not getting hot is as follows:

Radiator quantities

Response Category

Majority of radiators (>60%)

B - 24hrs (weekday response)

More than one radiator, but not the majority (<60%)

C - 5 day response

Single radiator

D- 12 day response

 

 

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