Report a repair
We provide a repair service for our customers to help make sure their homes are safe and in a state of good repair.
You can report a repair by:
- Telephone
- Text
- Fax
- On-line
- In writing
- In person
Telephone
Our phone number is 0808 202 7728 or 01209 722422. You can call this number to report a repair at all times. All repairs can be reported between 8am-6pm Monday to Friday and 9am-1pm on Saturdays, all other times you will be able to speak to our Out of Hours Emergency Service.
We are busiest in the mornings during the week, so if your repair is not an emergency, please call later in the day when we will be able to answer your call more quickly. (See below to help you to decide if your repair is an emergency).
Text
You can text details of your repair to our repairs mobile phone on 07800 140997. This number does not receive incoming calls. A Customer Service Advisor will text or call you back to confirm the repair.
Email
You can email details of your repair to customer.service@coastlinehousing.co.uk. A Customer Service Advisor will reply to your email to confirm your repair.
Fax
You can fax details of your repair to 01209 722472. Please provide as much information as you can to help us order your repair accurately when you fax us on this number.
On line
You can report repairs while visiting our website by clicking on 'Report a Repair Today'.
In writing
For non-urgent repairs, you can write to us at:
Repairs
Coastline Housing Ltd.
Ferris House
Dolcoath Avenue
Camborne
TR14 8SD
In person
You can tell any of our contractors, project officers or tenancy management officers that you see about any repairs that you need and they will report it on your behalf. Alternatively, you can come into our office at Ferris House (as above) to report a repair yourself at reception.
What do we need to know?
When you contact us, make sure you give us your name, address and your current phone number. Please tell us anything about the repair that you think might be useful. To save time, it is sometimes useful to make a note of what you want to report, any serial or model numbers and location of the repair as this will help us send out the right contractor to your home.
What happens next?
When we have all the information we need, we will either:
- Arrange an appointment for the relevant contractor to attend your home. We will attend within the relevant timescale to ensure your home is safe.
- Or, if an inspection is needed, either one of our technical officers or contractor will make an appointment to visit you and assess exactly what needs to be done.
We will then send you an acknowledgement form, which will give you
- A brief description of the works
- The date the repair was reported
- The date of your appointment
- The target date for the work to be completed
Attached to this will be a prepaid Satisfaction Form, which we would like you to fill in and send back to us after the works have been carried out. This helps us monitor how happy you are with the standard of our repair. You may also notify us by email of your satisfaction at customer.service@coastlinehousing.co.uk
Our response times
Emergency
We will respond within 24 hours (or 4 hours where there is an immediate danger to people) if your repair is classed as an emergency.
Emergency works ensure that anything that poses an immediate danger to people is made safe. They will also ensure that serious damage to the property is avoided and that the property is made secure.
Initial repair work may only be done to make the situation safe. Further work may then be required at a later date.
Urgent
If your repair is classed as urgent, we will respond within 5 working days. Urgent repairs cover work that needs to be carried out quickly, to overcome serious inconvenience to the customer, or to prevent damage to the property.
If you live in Sheltered Accommodation we will attempt to respond to your repair request within 3 working days.
Routine
If your repair is classed as routine, we will respond within 20 working days. Routine repairs mean that the repair needed is not causing inconvenience or danger to the customer or the public, but should not wait for programmed maintenance. An appointment will be made for any inspections we need to carry out.
Our promise to you
- We will be polite, considerate and helpful in dealing with your repair request
- We will give you as much information as possible about what work is to be done and when it will be carried out
- We will respond to emergencies 24 hours a day. Outside normal office hours we will make the situation safe and carry out the full repair the next day or as soon as possible.
If we fail to keep our promise please let us know, so we can sort out your complaint to your satisfaction
You should be aware of the following things:
- We may need to inspect your repair problem before it can be passed to a contractor.
- Outside office hours we will only respond to emergency problems
- If you have exaggerated the urgency of the problem to get an emergency response, you may be charged for the call-out fee
- You may be charged for the cost of repairing any damage that you cause, or for any repairs that cannot be regarded as fair wear and tear, or for repairs that are your responsibility (as detailed in your Customer Guide)
Our responsibilities
We are responsible for repairing and maintaining the structure of your home. This includes all the external parts and any internal fixtures and fittings originally provided by us. This does not include internal fixtures and fittings that are listed in the Customer Guide or that you have been told are your responsibility.
Our responsibilities also cover all pipes, wiring, fixtures and fittings for heating, drainage, power and lighting, and smoke detectors originally provided by us. Externally we are responsible for the upkeep of:
- Steps and main paths that lead to the front or back door
- Coastline Housing owned brick/block outhouses, but not timber sheds
- Carrying out an annual gas safety check in every property with a gas supply
- Fire protection and smoke detection equipment that we have provided (excluding batteries)
Your repair responsibilities
- Replacing keys when broken, lost or when locked out Resetting trip switches
- Replacing light bulbs, tubes and starters
- Initial attempts to clear blockages in wastes, toilets or gullies
- Making good minor cracks or holes in internal walls and ceilings (decoration)
- Replacing toilet seats
- Replacing clothes posts or rotary dryers (except in communal areas)
- Sweeping chimneys regularly (once a year) (solid fuel)
- Regularly testing smoke detectors and replacing batteries.
- Taking action to prevent and control condensation
If you have any queries, please call us.
