Repairs to your home

As a council tenant, you may need to:

• carry out housing repairs yourself, or
• report a repair for us to deal with.

View Cardiff Council Housing Repairs policy (Word doc, 277 KB).

Who is responsible for the repair

You are responsible for:

• broken glass replacement (unless it was caused by a crime),
• decorating the inside of your home,
• replacement keys,
• damaged locks,
• toilet seats and covers,
• plugs and chains to sinks, baths and basins,
• connection of cookers, washing machines and other appliances,
• internal doors,
• blockages to sinks, baths and basins,
• television aerials to houses,
• rotary lines to houses,
• repair of fixtures and fittings if the damage is malicious or caused by neglect,
• light bulbs (except in communal areas),
• shelves, coat rails and other fixtures that have been fitted by tenants, and
• unauthorised alterations or DIY.

We are responsible for:

• maintaining the structure of your home, and
• making sure water, gas, electricity and sanitation fixtures are safe and work.

Repair categories

We put repairs into categories so that we can prioritise work that needs doing. Repair categories are:

• emergency,
• urgent, and
• routine.

Emergency

Repairs are classed as an emergency if:

• it poses an immediate danger to someone, or
• there is a serious risk of damage to the property.

Timescale

We aim to attend most emergency repairs within 2 hours of reporting.

In exceptional circumstances where we cannot attend within 2 hours, we will give you advice on how to reduce the immediate risk until we can attend.

We will attend all emergency repairs within 24 hours.

During very busy times, we will prioritise repairs based on urgency. We will explain this to you when you report the repair.

We will make sure that all potential risks of harm are eliminated, and any dangerous situations are resolved. If follow-up work is needed, we will arrange it according to the repair timescales.

Examples of issues or works classed as an emergency

• Burst water pipes, serious leaks, or no water supply.
• Leaks close to or interfering with electricity supply.
• No heating anywhere in the whole property between 1 November and 30 April (during winter months).
• No hot water anywhere in the whole property between 1 November and 30 April (during winter months).
• Severe roof leaks that are likely to cause harm to a person or property.
• Blocked toilet (if there is only one toilet in the property).
• Blocked sewer where sewerage is entering or causing issues within the property.
• No electrics in the whole property or electrics are tripping.
• Damage to electrical appliances and live parts are exposed.
• No lights in the whole property.
• Communal lighting not working.
• Fire alarm fault.
• Smoke detector fault where it is fully sounding or where all the smoke alarms in the property are faulty.
• Carbon monoxide investigations.
• Security issues with external doors or windows.
• Broken glass posing a risk to security on the ground floor or harm to a person.
• Any other issue that is a health and safety risk and it is likely a person in the property, or a member of public will be harmed.
• Emergency damp inspection. For the most severe cases which needs immediate action, such as extensive mould affecting the entire home and posing health risks. Whether this is treated as an emergency will depend on a number of factors including the extent of the mould and any health issues experienced by the household. Emergency works may include washing down mould and treating the area to remove the immediate risk. Once the immediate risk is removed, further works may fall under a different category of repair.

Urgent

Repairs are classed as urgent if it needs to be completed quickly but there is no immediate risk to you or the rest of the household.

Timescale

We usually attend urgent repairs within 5 working days.

Due to the number of reported repairs, our response time may take up to 15 working days.

Examples of issues or works classed as urgent

• No heating between May and October (during summer months).
• No hot water between May and October (during summer months).
• Partial failure of heating system all year round.
• Minor plumbing services, such as leaking radiators or overflows.
• Containable leaks.
• Faulty showers.
• Faulty bathroom lights.
• Damaged electrical appliances which are contained and no live parts exposed.
• Minor electrical faults, such as a light or socket not working.
• Door entry system fault.
• Communal laundry equipment fault.
• Communal aerial systems fault.
• Faulty or insecure external communal doors.
• Urgent damp inspection. For more serious cases needing quicker attention, such as mould spreading across multiple rooms. Urgent works may include washing down mould and treating the area to remove the immediate risk. Once the immediate risk is removed, further works may fall under a different category of repair.

Routine

Repairs are classed as routine if:

• you are safe in your home, and
• we can schedule them at a later date.

Routine repairs are day-to-day repair works which are not covered under the emergency or urgent categories.

Timescale

We usually attend routine repairs within 25 working days.

Due to the number of reported repairs, our response time may take up to 45 working days.

Examples of issues or works classed as routine

• Any issues with the heating system that do not make it unsafe.
• Radiator replacements.
• Damaged sink and bath replacements.
• Guttering and downpipes that are faulty or broken.
• Installing fans.
• Any additional electrical points or lighting that needs installing.
• External lighting that needs installing.
• Doors that need adjusting.
• Adjusting or replacing porch door locks and latches.
• Damaged floorboards.
• Large cracks to ceiling plaster.
• Decoration after plastering works.
• Plastic or vinyl floor tiles that are damaged and in location that could be a trip hazard.
• Glazing.
• Routine damp inspection. For less severe cases, such as minor mould spots in a small area.

Planned maintenance

We carry out maintenance every year to replace or renew elements that are coming towards the end of their usual life.

Examples of planned maintenance:

• external painting and repairs,
• upgrading existing central heating systems and boilers,
• roof renewal,
• cavity wall tie replacement, or
• installation of double glazing.

We will contact you with details of what maintenance is going to be taking place, when it will be completed, and who will be doing the work.

The sub-contractor will contact you to arrange an appointment.

Please contact us if you have any questions.

Gas servicing

As a landlord, we are legally responsible for making sure tenants and visitors in council properties are safe.

Your gas central heating must be serviced every year to keep you and your family safe from gas leaks and carbon monoxide poisoning.

If your gas central heating is regularly serviced, it is rare for gas appliances to fail the usual inspection. If an appliance does fail, we will make arrangements straight away to make sure you are safe and the necessary repairs are carried out as soon asp possible.

Your appointment

We will send you a letter around 2 weeks before the date of your gas servicing appointment.

If the date of your appointment is not suitable, you will need to give us at least 48 hours' notice to change it. Please:

• book an appointment, or
• call 029 2087 2087 (select option 2).

Access to your property

You must give the gas engineers access to your property for the appointment.

If you do not let them in, you will be in breach of the conditions of your Contract (Tenancy Agreement).

All our engineers are registered with Gas Safe. The engineer should show you Gas Safe ID and registration number.

When they have completed the service and safety check, you will be given a copy of the Landlord Gas Safety Certificate (CP12) for your own records.

Gas leaks

We are not responsible for tracing and fixing gas leaks. If you smell gas, please call Wales and West Utilities on 0800 111 999.

Remember:

• Turn the gas off at the meter.
• Open the windows and doors to let the gas fumes out.
• Do not use any naked flames and do not smoke.
• Do not operate any electrical sockets or appliances.

Condensation and damp

Visit the Cardiff Housing website for information on condensation and damp.

Reporting a repair

If we are responsible for the repair, please report it online.

If it is an emergency, please call Connect to Cardiff (C2C) on 029 2087 2087.

We will give you a date and time slot once you have reported a repair. Please tell us if you have a preferred time slot.

If possible, please give us your phone number so we can confirm your appointment. When you complete the form, please tell us:

• your preferred time slot,
• any special circumstances, and
• any damage being caused.

Please let us know if you would prefer appointment confirmation by text.

You could be charged if you miss your appointment without cancelling. We need 24 hours' notice to cancel an appointment.

Report it

Cancelling an appointment

Please call us to change or cancel your appointment. We need at least 24 hours notice, but please try and give us as much notice as possible.

You will need to provide your address and job number.

Tel: 029 2087 2087