Reporting Repairs

We have a specialist Maintenance Team based in the Taff's Well area office.

General Repairs

To report or to enquire about a repair please call the Maintenance Team between 8.30am and 4.30pm Monday to Friday on 029 2081 5600. For emergencies ONLY, outside of office hours, please call 01633 656656.

Seemydata: If you have already signed up click here to report a repair on-line and/or see your rent account . To register for a password please call us on 029 2067 5831 for a protected password. 

Heating and Plumbing

If you wish to report a heating and plumbing repair, please contact Carillion Planned Maintenance on FREEPHONE 0800 138 0057.

If you can smell gas, please telephone Transco straight away on 0800 111 999

Response Times

We have three standard response times for our contractors to respond to repair requests

  • Category A: within 24 Hrs
  • Category B: within 7 Days
  • Category C: within 28 Days

Category A - 24 Hrs

A repair can be defined as an emergency repair where there is a:

  • danger to tenants' health
  • risk to tenants' safety
  • risk of serious damage to the building
  • risk of serious damage to the tenants' property
  • risk of loss of tenants' property, including loss by theft

Some examples include a burst pipe, a collapsed wall, a leaking roof, total loss of electrical power, unsafe electrical fitting, total loss of water supply, loss of space or water heating between October and April, blocked foul drain, loss of toilet facilities and an insecure window, door or lock.

Category B - 7 Days

A repair can be classified as urgent when the:

  • tenants' comfort or convenience is seriously affected
  • disrepair will cause the occupant to incur expense

Examples of this might include partial loss of space or water heating between May and September, partial loss of electrical power or water supply, door entry system not working and minor electrical repairs.

Category C- 28 Days

A repair can be defined as non urgent where it;

  • does not fit into the above categories
  • can wait a short time before being dealt with
  • the work can be batched with other repairs or incorporated into a planned programme

Examples may be minor carpentry repairs, leaking rainwater pipes and condensation problems.

Inspections

Occasionally our maintenance officer will need to inspect your repairs first. A mutually convenient appointment can be made with your Maintenance Officer during office hours 9.00am -4.30pm.

Written Notification

Unless the repair is an emergency, we will issue written notification of the repair giving details of the work to be carried out, the order number, the contractor's name and the timescale of repair.

Customer Satisfaction Survey

We constantly monitor our performance and value customer feedback. Once your repair is completed you will be sent a Customer Satisfaction Survey. Please return this to us in a freepost envelope and you will be entered into a quarterly prize draw.

Reporting Repairs