Repairs

Repairs Hotline

Office hours: 0151 356 6503

All other times: 0151 355 0202

Office hours are:

• Monday - Thursday 08:30 - 17:00 
• Friday. 08:30 - 16:30

Request a repair online

Using our Online reporting system (non-emergency repairs only).

It is important that people only use this service for non-urgent repairs to Ellesmere Port and Neston council houses.

Request a repair in writing

Please send a letter with the details of your repair and your contact details to:

Housing Management Services
4 Civic Way
Ellesmere Port
Cheshire
CH65 0BE

Emergency and Urgent repairs

Emergency and Urgent repairs must be reported by a telephone call, If in doubt call the relevant number and speak to the operator who will be able to advise you on whether your repair is an emergency or not.

The Repairs Categories

We have a number of specific categories for repairs to ensure that wherever possible we are able to prioritise work to ensure that we use our limited resources as effectively as possible. We have three main categories for repairs, When you request a repair, it is placed into one of these categories according to its urgency, so that the most urgent repairs can be dealt with first.

Emergencies

We will try to attend within 2 hours to make the issue safe and come back to complete the work within 24 hours.

We consider an emergency to be where health and safety of the occupants in the home or visitors is at risk or where the property itself is in imminent risk of substantial damage if a repair isn't carried out or remedial work undertaken. This could include:

• Internal burst water pipes
• Electricity supply failure or dangerous fault
• Water supply failure
• Blocked or totally unusable toilet (if there is only one toilet in the dwelling)
• Security of dwelling, e.g. boarding up
• Removal of dangerous overhanging roof slate, tile or chimney pot
• Rewasher tap, if water is running full flow
• Blocked drains

Urgent repairs

Where we aim to complete the work within 7 working days.

An urgent repair is where the problem is not an emergency but where the occupants or visitors will be put to some discomfort until the repair is complete. This could include:

• Defective ball valves to toilet cistern or water storage tanks
• Leaking toilet flush or discharge joints
• Renew defective external door locks
• First aid treatment to gutters
• First aid treatment to walls, gates etc
• Patch repair roof if leaking
• Renew toilet pans
• Renew gully or manhole covers
• Replace broken sinks or wash hand basins
• General reglazing
• Repair loose floorboards, stair treads or handrails

Routine repairs

Where we aim to complete the work within 20 working days.

Routine repairs are where the health, safety and comfort of the occupiers and visitors will not be adversely affected by any outstanding repairs and the work can be completed within a longer timescale with no detriment to the property.

Your right to repair

Council tenants have the right to demand that an alternative contractor be employed to carry out certain urgent repairs where the council's main contractor has failed to carry out the work within the specified time period.

The scheme is quite complex and it is vital that you follow the correct procedure.

To get advice on how the scheme operates please phone 0151 356 6499. Further advice, if needed, is available from the Citizens Advice Bureau or your solicitor.

Carrying out your own repairs

For those of you who prefer to carry out your own minor repairs the council can supply certain materials. Please telephone 0151 356 6499 and we will advise on how to obtain them.

Materials available:

• Window stays / fasteners
• Padlocks / padbolts
• Fire grates / cheeks
• Toilet seats
• Bolts
• Lever furniture / knob handles
• Fencing / posts (if authorised by a repairs inspector)
• Mortice / Yale locks (if authorised by a repairs inspector)

The Council reserves the right to examine the work that you carry out.

Chargeable repairs

Please note that the council is not responsible for failures and breakages that cannot be regarded as fair wear and tear.

If the council carries out a repair made necessary by your neglect or misuse (or that of a member of your family or guests) you will be charged for the cost of the work. The total charge to you will be that incurred by Housing Services, plus a 25% administration fee, plus VAT at the current rate.

It will be assumed that you want the council to carry out the work unless you inform us that you intend to deal with it yourself. In certain cases where emergency or very urgent remedial work is required it may not be possible to advise you that the repairs are rechargeable to you until after the work has been completed.