Reporting a repair

You can report a repair by telephone on 0800 318 259. This number may be used outside normal working hours for emergencies only. You can also report a repair in person at any of the Trust’s Area Offices.

In order to provide the most efficient service we prioritise repair requests as follows.

Where a request is not perhaps fully clear the Assistant Area Repairs Manager will visit you within five working days to assess the work and order the appropriate work to be carried out.

Priority 1

Within 24 hours for failure of basic services such as a blocked WC or external lock failure. In the case of emergencies we do have an out of hours service, for those instances where Priority 1 type repairs arise outside of normal office hours.

The emergency telephone number is 0800 318 259.

Our staff who attend will only make safe the repair until the following working day.

Priority 2

Within 7 days for items such as minor leaks and non-urgent electrical faults.

We operate an appointment system for most Priority 2 jobs. You will be offered a convenient appointment either in the morning or an afternoon.

Priority 3

Completion within 28 days for non-urgent repairs.

Reporting a repair

When you report any repair you can help us by having the following information ready:

• Your name and address.
• A contact telephone number.
• Access details to enable to repair to be carried out.
• As much detail about the repair as possible.

Some of your questions answered

For which repairs am I responsible?

Generally you are responsible for the following examples:

• Toilet seat repair and replacement.
• Rotary or other type of washing lines.
• Plumbing-in of washing machines.
• Provision/replacement of coat hooks.
• Provision/replacement of curtain rails.
• Clearing blocked waste pipes internal (bath, washbasin, sink).
• Relighting pilot lights.
• Fencing dividing two properties.
• Minor plaster cracks to walls & ceilings.
• Replacement of fuses/light bulbs/ fluorescent tubes or fluorescent starters.
• Replacement of lost keys.
• Replacement of smoke alarm batteries.
• Replace all waste plugs and chains.
• Repair/replacement of washing machine / dishwasher fittings.
• Any item which belongs to the customer.
• Any fixtures or fittings.
• Repairs to alterations carried out by customer.
• Internal decorations.
• Damage caused by the customer through accident, neglect or abuse.

We can in emergencies attend to repair items in this list but we will have to recharge you for the cost of the work. You should discuss this with Trust staff when reporting the problem.

How will I know what repairs have been ordered?

A receipt will be sent to you within 24 hours of the repair being ordered. The receipt will tell you the repair, the priority, target date for completion and an order number. You should keep this number for future reference.

How to contact us

If you have any questions about reporting repairs you can contact us in writing, by telephone, by email, by calling in person at one of our offices, or by passing the details to any Housing Officer that may visit your home.

By telephone: 01606 813 300
By e-mail: enquiries@wvht.co.uk
Our offices: contact our offices