Reporting repairs

E-Form

The Housing Repairs online form is for enquiries specific to non emergency Housing Repairs, and can be completed in less than 5 minutes. Once submitted, your enquiry will be sent to the Housing Repairs section. Repairs logged using this form will NOT be reviewed until the next working day. In the event of an emergency please use the Emergencies number below.

Data Protection Policy

In person

The Housing Department reception counter is in the Civic Centre and is open Monday to Thursday 8.45 am to 5 pm and Fridays 8.45 am - 4.30 pm. This reception counter will deal with all housing matters including tenancy matters, rents, repairs and rehousing. If your enquiry requires a detailed discussion private interview facilities are available. Unless you make a specific appointment in advance it may not be possible to see any particular member of staff but there will be someone available to see you.

By telephone

 DURING OFFICE HOURS - Telephone (01727) 819256

During the week in normal office hours staff are available to receive your requests for repairs and in appropriate circumstances will pass an order to our repairs contractors who will carry out the work. A copy of the order will be posted to you so that you will know who the contractor is and can use the tear off slip to tell us whether or not you were satisfied with the service you received.

EVENINGS AND WEEKENDS - Telephone (01727) 819493
For your convenience an ansaphone service operates for non-emergency repairs when the Council offices are closed. Please speak clearly after the tone and leave details of your request together with your name, telephone number and address.

OUT OF HOURS EMERGENCIES - Telephone (01727) 811155
A Control Centre receives your requests for emergency repairs and reports to Council staff who are on 24 hour standby to deal with emergencies. If you think you have an emergency please be sure that the matter cannot wait until the next working day. Out of hours repairs are expensive and affect the amount of rent that all tenants pay. However we do not want to discourage the reporting of genuine emergencies.
For more information on 'Emergencies' please click here.

By E-mail

If you want to report a NON-EMERGENCY repair please e-mail housingrepairs@stalbans.gov.uk

Repairs general information

Priorities we give Jobs

When you contact us to report a repair, we will give your job an initial length of time in which the contractor should have completed this work. This length of time is called a priority. We categorise jobs as follows:

• 24 Hours - Emergency Repairs (This category will include repairs which are dangerous or a health hazard i.e. total loss of electric power, or insecure external door or window on ground floor, during November to April this will include total loss of Central Heating)

• 3 Working Days - Urgent Repairs (This category will include repairs that significantly affect living conditions i.e. blocked Wash Hand Basin, during May to October this will include total loss of Central Heating)

• 7 Working Days - General Work (This category will include repairs that cause an inconvenience i.e. extractor fan not working, leaking roof)

• 25 Working Days - General Work (This category will include general repairs where work is necessary but routine in nature i.e. blocked guttering, fencing works)

• 60 Working Days - Programmed Work (This category covers more routine work such as external painting, some renewal of security doors)
  Occasionally priorities may be adjusted to meet individual needs.

Sometimes problems may be caused by conditions or when materials are delayed.

If your work does not get done on time, please discuss your problem with one of the Housing Services Team on 01727 819256 or contact them on housingrepairs@stalbans.gov.uk