Report a repair

These are repairs which present an immediate and serious threat to your safety or that of your home. Types of repair may include:

• Unsafe power, lighting or electrical fittings
• Blocked flue to open fire or boiler
• Total loss of heating in winter months
• Taps that cannot be turned off and are running at full flow
• Uncontainable water leak
• A home being insecure because of fire, police activity, harassment, domestic violence or if the property is empty
• Serious roof leak or a major structural failure.

Contact us straight away on 01209 200200. Lines are open 24 hours a day, seven days a week. Outside office hours your call will be answered by Apello.

Our target timescale to complete emergency repairs is 24 hours, whether during normal working hours or out of hours.

Routine (non-emergency) repairs include:

• Minor issues with toilets, such as water running into the toilet pan
• Tap dripping or not working
• Minor repairs to plaster works
• Minor faults with fences or gates
• Internal joinery repairs, such as a kitchen unit door with loose hinges
• Exterior doors or windows sticking or causing a draught.

You can report non-emergency repairs using My Coastline or any of the usual ways to contact us.

Our target timescale to complete routine repairs is 28 calendar (20 working) days.

A minor planned job is sometime referred to as a 'managed repair' and includes are external or larger repairs which have are more expensive and/or involve multiple trades.

These repairs also include where we use a third party contractor and/or specific or specialist materials may be required. The following are examples of managed repairs - this is not an exhaustive list:

Roof and gutter repairs | Footpath repairs | Internal doors | Plastering | Pointing and brickwork | Timber infestation | Damp and rot

Our target timescale to complete minor planned repairs is 84 calendar (60 working) days.

We care about the quality of our buildings and the comfort of our customers. That's why we follow the Decent Homes Standard and regularly carry out maintenance work on our properties. Our asset management team has the expertise and experience to manage our growing portfolio of over 5000 homes.

As all properties have a 'life cycle' we plan ahead over many years for the maintenance and replacement of heating systems, roofs, kitchens and bathrooms. Our Stock Condition Surveying team are responsible for planning this sort of work.

We inform our customers in advance when anything in your home is due a replacement or upgrade and we will do our best to give you plenty of notice and where possible, choice of colour or finishes.

We will notify you in advance when your property is due a routine safety check or maintenance visit. Please give our staff or sub-contractors access to your property to allow them to carry out these annual safety checks as a legal obligation.

All our staff will carry ID. Always ask to see the card and if in doubt do not let them in.
Please contact us immediately on 01209 200200 if you have concerns.

Please note: If the staff are refused or unable to gain access to carry out our safety checks by the required deadline, Coastline is liable for not being able to demonstrate 100% of homes are safe.

We have an injunction process to gain access for health & safety checks and will use these if necessary.