Keeping you safe

Your wellbeing is our top priority. If you need a repair, which includes concerns about damp and mould, please contact us immediately and we will assess the situation and assign it a level of priority.

Please visit our damp and mould information page if have concerns about this issue.

You can easily report a repair through your MyCBH account or call 0800 408 0000.

All you need to know about repairs:

How do I report a repair?

There are many ways to contact us to report a repair:

Call 0800 408 0000 (including for out of hours repairs)
Contact us through the MyCBH portal
Email housing@cheltenham.gov.uk
Write to your local housing office (see locations here)
Talk to your housing support officer (if you live in a sheltered scheme)

When you report a repair, please tell us the following details:

As much information as possible about the repair
What has happened as a result of the problem
When we are able to visit you to complete the repair
Your daytime phone number, if you have one

Once you have contacted us, we will prioritise your repair and you will be offered an appointment to suit you, either morning or afternoon.

Our repairs team carries out work in your home between Monday and Friday, 8am to 4pm. You can report a repair through our customer service team, who are available Monday to Friday 8am to 5pm.

Out of hours repairs

If your repair is an emergency and you require assistance outside normal working hours as shown above please call 0800 408 0000.

Please remember that you may be charged for the cost of the call out if you misuse this service.

Caller identity cards

All CBC Housing staff and any of our contractors carry ID cards or similar, these should be visible to you on their arrival, If they are not, please request to see these and if they cannot be shown, do not let them into your home and call our Customer Service Team on 0800 408 0000 who will make some enquires to make sure the visit is one we have requested.

How quickly will you do my repair?

To make sure we carry out your repairs as quickly and as efficiently as possible and that we complete the highest priority repairs first, we place repairs in the following categories:

Category 1 – Emergencies

Category 1: emergency repairs are situations where people are in danger or the home could be seriously damaged. In these cases we aim to get to you as quickly as possible and in any case within 24 hours.

Emergency repairs of a serious nature or where the health of elderly, disabled or vulnerable people could be affected will be attended within 2 hours. Situations may include:

A pipe leak causing serious damage
A blockage where raw sewage is overflowing into a home
Electrical faults where there is a danger of fire or injury
Blocked toilet pan or a toilet which cannot be used (if there is only one toilet in the property)
No electricity or water supply
A heating system that has broken down in winter
A severe leak through the roof
An uncontrolled gas leak (if cutting off the supply does not control the leak)

We have an Emergency Repair Service to deal with this type of repair outside normal working hours. If you have an emergency repair, phone the Emergency Service on 0800 408 0000 and give full details of the problem. The Emergency Service only deals with emergency work, not jobs that can safely be left until normal working hours. The teams usually ‘make safe’ or do temporary repairs. Permanent repairs are left for normal working hours, so please do not expect the job to be done fully during emergency hours.

Gas leaks – if you smell gas you should immediately telephone National Grid (formerly Transco). Their number is 0800 11 19 99 and they will deal with any report of a gas escape free of charge.

Category 2 – Following up after emergency work

Category 2: following up after emergency work completed within our standard target timescales of 5 or 15 working days (dependant on an assessment of the repair). More urgent work may be dealt with sooner and will be prioritised. Repairs may include:

No hot water
No lights in shared areas
Repairing a faulty cooker panel, if cooking by electric

Category 3 – Urgent work

Category 3: urgent repairs (completed within 5 working days or 1 calendar day for gas repairs) may include:

Unblocking a kitchen sink, bath or hand basin
Checking the electrics after a water leak
Repairing a heating system
Repairing a shared aerial system

Category 4 – routine repairs

Category 4: routine repairs (completed within 15 working days or 5 calendar days for gas repairs) if there is no immediate danger)

Repair leaking taps
Repairing any electrical socket
Repairing rotten timber flooring, stair treads or broken banister rails
Replacing toilet seats
Repairs to inside doors, locks and handles (please inform us immediately if fire doors or other fire safety devices are damaged or faulty)
Repairing or replacing skirting boards

This information is designed to show some examples of likely repairs and categories. For a full list and more information about prioritising repairs, please read the tenant handbook.

What do I need to do to look after my home?

The responsibility for looking after your home is a joint one. We are responsible for most of the repairs, but you are responsible for the following:

Repairing deliberate or accidental damage: If your home is damaged by your family, including your children and pets, or by visitors, you will have to make sure the damage is properly repaired. If Cheltenham Borough Council does the work, you will be charged for it. This is called a rechargeable repair.

Internal decoration and minor repairs to woodwork and plasterwork

Chimney Sweeping: We will only sweep chimneys connected to a gas appliance.

TV aerials: We maintain shared systems which serve several homes.

Electrical fuses: Check the appliances you are using before reporting a fault to us.

Garden paths: We will only maintain pathways that give access from public footpaths to your home and existing paths that access your back door.

Garden fences and gates: We will only repair fences and gates that are connected to public land. Intermediate fences between properties will be maintained with posts and strands of wire.

Garden sheds and Greenhouses: We will only carry out routine repairs to existing sheds that belong to Cheltenham Borough Council. We are not responsible for maintaining greenhouses.

You are responsible for:

Replacing bath, basin or sink plug
Dishwasher plumbing
Removing garden rubbish
Changing light bulbs
Changing batteries in smoke alarms (please inform us immediately if fire doors or other fire safety devices are damaged or faulty)
Replacing mirrors and toilet roll holders
Replacing fluorescent tubes and starters
Adapting doors to accommodate carpets (fire doors must not be adapted)
Supplying washing lines
Fitting extra electrical sockets
Internal repairs to leasehold properties
Rectifying DIY that has been carried out

This information is designed to show some examples of likely repairs and categories. For a full list and more information about prioritising repairs, please see your tenants handbook.

What repairs do I have to pay for?

For a full list and more information about rechargeable repairs, please see the tenant handbook.

What happens if I can’t afford to pay for the repair?

If having received an invoice for repair works you are unable to make full payment within the Council’s corporate payment terms of 14 days then you must immediately contact us. We are here to help and will make every effort to set up a repayment plan if necessary based on your individual circumstances. Non payment is treated very seriously and could result in a County Court Judgement (CCJ) being made against you and affect your credit rating. In addition you may be refused further repairs to your home.

What if it wasn’t my fault?

Should any visitor to your premises cause damage to any parts of your home, or communal areas if you live in a block of flats, then as the tenant you are still responsible for paying for repairs. You are responsible for the conduct of any other persons visiting or staying at your home. If you are aggrieved at having to pay for any deliberate damage caused by any other persons then you should report the matter to the Police.

For more information contact your housing revenues officer.

What to do if I have a gas enquiry?

If you have a domestic gas enquiry, please visit myportal.phjones.com – you will need your reference from the PH Jones servicing letter and your postcode.

For more information on annual gas servicing please visit our home safety pages.

Smell Gas? Immediately call National Grid on 0800 111 999 (freephone) or follow the link to the National Grid website

Getting your heating and water back on: If ever your gas supply is turned off by the National Grid and you have no heating or hot water, then call PH Jones for an urgent call-out they will attend as soon as possible within 24 hours.

What to do about condensation, damp or mould enquiry?

We want you to live in a good quality home. Damp and mould can affect your health and the condition of your home so if you have any concerns, please let us know as soon as possible. You can do this though your MyCBH account, or by calling 0800 408 0000 and we’ll arrange a visit.

For more information on how we can help you with damp and mould, including some top tips, please visit our damp and mould page .

What to do about fire safety enquiry?

Fire prevention in your home is our highest priority and is monitored through visits from our service engineers and repair teams.

Your home should have a smoke alarm fitted. If it hasn’t, tell us straight away and we will fit one for you.

If you are concerned about fire safety, or the condition of fire safety equipment (including fire doors), please contact as soon as possible.

There are steps you can take to help keep you and your neighbours safe and reduce the risk of a fire:

Test your smoke alarm once a month, ensuring that it is clean and dust free
Report to us any broken or damaged electrical sockets or outlets
Allow us access to complete inspections or maintenance work
Keep communal areas clear and free from obstructions if you live in a block of flats so that you, your family and neighbours can exit quickly and safely

You’ll find more information on our Fire Safety page.

Don’t hesitate to let us know if you have any concerns – we’re here to help.

Email us: housing@cheltenham.gov.uk or call us: 0800 408 0000

Repairs and recharge policies

You can read the policy summary or download the full policy document for these policies:

Visit the repairs policy page
Visit the recharge policy page

How to videos

Our contractors at PH Jones and British Gas have popped together a few handy tips to try yourself if you have any issues with your boiler, radiator, pipes or no hot water:

To view them, follow the links below:

PH Jones – phjones.co.uk/videos/

British Gas – britishgas.co.uk/help-and-support/troubleshooting-tips-and-guides

Planned maintenance on your home

We have a regular programme of maintenance work that we carry out to make sure your home is well maintained and a place you enjoy living in. Work we regularly carry out includes:

What is planned maintenance?

Planned maintenance is the work we know homes will need as parts wear out. We plan ahead by looking at how long things last and how much they cost to replace. This helps us budget for the future and organise our maintenance programmes. It usually includes replacing things like bathrooms, kitchens, windows, doors and roofs. We also plan works to make homes safer and so that they use less energy.

Decent homes

During the life of your home there will be times that the parts of your home such as kitchens, bathrooms, central heating systems, roof coverings and windows will need to be replaced.

We aim to plan this as far in advance as possible, give you 14 days notice and cause the minimum amount of disruption to you.

External repairs and repainting

Our contract for cyclical redecoration of external surfaces and internal communal areas to blocks of flats since 2009 has been awarded to Ian Williams.

Drain cleaning

Amelio are responsible for clearing most blockages affecting rainwater and foul drains, except where the issue falls within the boundary of Severn Trent.

Door security and entry systems

We have a contract with HJS who are responsible for repairs to door entry systems. These are provided mainly to blocks of flats and sheltered accommodation.

Electrical and fire equipment testing

A & E Fire Equipment Limited carry out monthly, quarterly, half yearly and annual tests on the fire detection systems in our sheltered housing schemes.

Portable Appliance Testing (P.A.T.) to all equipment in communal areas (for example fridges, kettles and televisions) at sheltered accommodation blocks is also carried out to ensure that all equipment is safe to use. We have a programme to carryout safety checks on all electrical systems at least every 10 years.

What should I expect when work is planned?

You will receive a letter at least 7 days before we are we due to start work. If the proposed date for the start of the work is inconvenient, please let us, or the contractor know immediately.

During works carried out in your home the contractor will:

Respect your home by providing a carpet protection plastic film, protection on worktops and to your belongings, in the areas they are working.
Reconnect your essential facilities at night.
Carry identification that contains the CBC housing services logo, the contractor’s details, a photo of the representative and the CBC housing services telephone number for enquiries. This is to protect you from bogus callers.
Contact you regularly during the works.
Comply with the agreed dress code and be adequately dressed.

During the work the contractor should NOT:

Smoke in your home.
Use your toilet (unless otherwise agreed).
Have lunch or tea breaks in your home.
Wedge communal doors wide open.
Leave communal areas dirty or untidy after working hours.
Play loud music in your home, or in communal areas.
Leave you without a toilet, bath or kitchen sink for more than 8 hours.

During the work you must:

Ensure access to your home is available at all times. If you deny access to the contractors you may find that you will have to wait until trades are available at a later date.
Clear loose items away to allow for access to work areas. Unless advised by us in advance, you will not be required to remove floor coverings.
We ask that you respect the operative’s health and do not smoke in any rooms where the work is being carried out.

After the work has been completed:

For certain works such as kitchen and bathroom replacements the contractor will provide you with any relevant user guides to operate any mechanical and electrical items installed
Your home may be inspected by a surveyor from CBC housing services. Where possible you should be available at this inspection. It is your opportunity to discuss any final issues before the contractor finally leaves your home.
You should complete your satisfaction form. The forms helps us to monitor the standard and quality of service we provide and make improvements where necessary.
For major works carried out at your home there is a 12 month warranty period. If you encounter any defects during this time, please contact the technical investment team on 0800 408 0000.

If you are not happy with the service you receive from the contractor, contact our technical investment team on 0800 408 0000 or email technical.services@cheltenham.gov.uk

What do I need to prepare my home?

We do all we can to keep mess, noise and general inconvenience to a minimum, but some disturbance and dust cannot be avoided.

As soon as you have received formal notice of the start date you can start to prepare. Put away anything fragile that is not in use and remove all articles from the walls, such as clocks, plaques, pictures, mirrors, and etc. whilst work is in progress. You may also need to do this when we are working next door, in case of vibration through the wall.

Electrical equipment and ornaments will also need to be well protected to avoid the small dust particles causing any damage.

Protection

We always supply dustsheets when work is being carried out in your home, if the contractor does not put dustsheets down please contact your tenant liaison officer or the CBC housing services surveyor responsible for the contract. They will make a note of your comments and help with the problem.

If you think something is wrong

If you are concerned about anything and think the work is not being carried out as it should be, please contact your tenant liaison officer, and report any incident promptly. Your tenant liaison officer will make a note of your comments and help with the issue.

Damage

If any of your possessions get damaged – keep them – do not throw them away or leave them outside. Either show your tenant liaison officer or the CBC housing services surveyor, immediately everything you are complaining about. Always confirm in writing within 7 days.

Carpet removal

You will be responsible for the taking up and re-fixing of your own floor coverings where this is necessary to carry out works, i.e. the carpets, linoleum and laminates etc. We will confirm 7 days prior to starting, which areas require the floor covering to be removed.

Security

Whilst work is in progress, please put all valuables in a safe place, as things are likely to be moved to enable work to be carried out. If anything goes missing, firstly check carefully that you have not mislaid it. If you still cannot find it, please discuss the matter with your tenant liaison officer or CBC housing services surveyor. If items have definitely been stolen, the Police should be informed, as theft is a criminal matter.

Regular checks

At the end of each working day, our tradespeople will check everything is okay, however, we would be grateful if you could also check the following before the they leave your home:

You have hot and cold water supply
Your gas supply is on
Your electricity supply is on
Fridges and Freezers are plugged in
Your television is working
Cookers are reconnected and working
Windows and Doors are shut and locked
Heating is provided

If any of these have not been reconnected and/or working, please tell our tradespeople or contact your tenant liaison officer or CBC housing services surveyor.

Health and safety concerns

If you have any concerns about health and safety, contact your tenant liaison officer or CBC housing services surveyor immediately.

Please keep children (including babies in prams), and pets well away from work areas, tools and machinery. Also, please keep them away from scaffolding, particularly outside working hours
Do not park cars beneath overhead works.
If tradespeople are working upstairs, please do not leave children sleeping or playing in the upstairs rooms
Watch out for things you could trip over, such as extension leads or lifted floorboards
Our tradespeople will make sure that materials are cleared away at the end of each working day.
There may be occasions when certain work materials will need to be left at your home. If materials are left behind please make sure your children do not touch them, as they could be dangerous
Always keep your eyes open for the unexpected

Fire

Please make sure there is a clear exit available for you, your family and our tradespeople in the event of a fire. If there is a fire please follow the instructions given to you by our tradespeople, and your tenant liaison officer. Do not try to put out the fire by yourself. Never remove or tamper with any fire extinguishers left in your home.

Pets

Pets can be upset by building operations. They can also be injured or cause accidents. Please keep them out of harm’s way whilst work is in progress and ensure that they cannot be let out accidentally.

Stock condition survey

We carry out Stock Condition Surveys to help us maintain and improve our homes.

These surveys help us understand the condition of your property so we can plan repairs and improvements, keep your home safe and comfortable, and make sure investment is targeted where it’s most needed.

If your home has not yet been surveyed, you may be contacted by one of our surveyors to arrange an appointment.

What happens during the survey?

A surveyor will carry out a visual inspection of your home, including key areas such as the kitchen, bathroom, heating system, windows and doors. The visit usually takes around an hour, and you will not need to move furniture or lift carpets.

How do I know the survey is genuine?

All surveyors will carry identification and will be working on behalf of Cheltenham Borough Council. If you are unsure, you can contact us using the details below to confirm.

For more information:

Call us on 0800 408 0000 or email us at housing@cheltenham.gov.uk