Report a repair

Use My Coastline

Our digital service on apps and online is the best way to get in touch:

Report and manage repairs - for most work simply book a slot for an operative to visit, and if your plans change you can login and choose another time.

You can also:

Make a payment - by card through our secure payments partner Allpay.
See your accounts - check your balance and recent transactions, plus rent and service charges.
Read our knowledgebase - browse and search articles featuring answers to frequently asked questions about tenancies and services.
Contact Coastline - send and receive messages which go straight to the best team to answer your question.

Download the apps using the links to the right, or visit the My Coastline site.

Emergency repairs must be reported by phone on 01209 200200. Lines are open 24 hours a day, seven days a week.

Get the My Coastline app

Gas, electric and heating

Our contractor Blue Flame handles repairs for gas, electric or heating issues. You can email them or call our main number 01209 200200 and choose Option 2 for gas, electric and heating.

If you think there may be a gas leak call the National Gas Emergency Helpline on 0800 111 999.

There's more information on our gas safety page.

Emergency repairs must be reported by phone.

Most of Coastline Housing’s gas boilers fitted in recent years are manufactured by Worcester. Blue Flame are Worcester Accredited Installers and provide videos to guide you in checking the pressure to your boiler, resetting your boiler, and bleeding radiators.

If you are at all unsure about anything shown in the videos, please do not attempt to carry out the instructions. Contact Blue Flame for advice.

Blue Flame videos Gas safety

Repair types and priorities

What is an emergency 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 (select Option 2 when you call us)
Blocked flue to open fire or boiler (select Option 2 when you call us)
Total loss of heating in winter months (selection Option 2 when you call us)
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.

What is a routine (non-emergency) repair?

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.

What is a 'minor planned' repair?

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:

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

What is planned maintenance?

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.

Do I have to let Coastline into my property to carry out safety checks?

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.