Request a housing repair
We are responsible for most of the repairs to your home but there are some things that you are responsible for and other things which - although they are our responsibility – we will ask you to pay for because the damage has been caused on purpose or because things haven’t looked after as well as they should. You’ll find more information in your tenancy agreement.
You can request a repair:
- by e-mail
- phone on 01267 234567 (Monday - Friday, 8:30am – 6pm).
If your repair is an emergency and you need to let us know outside of these hours please call Careline on 0300 333 2222.
Request a repair online
When will you carry out my repair
You’ll appreciate that our teams are busy – especially in extreme weather when things are more likely to get damaged.
We have a system in place to make sure urgent repairs are seen to first. When you report a repair, you’ll usually be advised what priority your repair request has been given, and when you can expect the repair to be carried out.
Repair requests are prioritised as follows:
- Priority 1 repairs are emergency repairs with a 24 hour response time
- Priority 2 repairs are urgent repairs with a 7 day response time
- Priority 3 repairs are non-urgent repairs with a 42 day response time
- Priority 4 is planned work linked to the Delivery of the Carmarthenshire Homes Standard Plus
If you are comfortable to do so, you may be able to fix some simple issues yourself – for example, a frozen pipe, a radiator which is hot at the bottom and cold on top, a stiff window/door, or condensation damage.
We appreciate not everyone will want to try fixing things themselves, so if in doubt, please get in touch.
Your right to repair
As a council tenant, you have the right to have repairs done in your home within a specific time under the Right to Repair scheme.
The scheme ensures jobs, which might affect your safety or security are done quickly and easily.
If the first contractor doesn't do your repair in time, please contact us. If a second contractor we employ on your behalf fails to complete the work in time you may be eligible for compensation.
There could be a good reason why the contractor was unable to complete the repair on time, such as if you weren't home to keep the appointment. In such cases we will not have to pay you compensation.
Planned maintenance and essential service calls
We make a safety check of all your heating appliances every year, as required by law. We will always get in touch to arrange a convenient time to call, and to arrange access. To ensure your safety, it is very important that we can access your home to carry out these safety checks. If for any reason you need to change the appointment, please call us on 01267 234567 or email us. In rare cases, where we are not able to access your home to carry out these checks, we may have to take action to ensure your safety. We will make every effort to contact you to let you know of the action we’re planning to take.
We are also carrying out planned maintenance through the Carmarthenshire Homes Standard Plus.
Alterations or improvements to your home
You must check with your housing officer if you are intending to make changes to your home. They will tell you in writing if the changes can go ahead.
This is very important as you could be charged for the alternations when you leave the property if the improvements are unauthorised.
Page updated on: 26/04/2017