Report a 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
• Blocked flue to open fire or boiler
• Total loss of heating in winter months
• 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
• any other emergency hazard under the scope of Awaab's Law

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.

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.

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:

Roof and gutter repairs | Footpath repairs | Internal doors | Plastering | Pointing and brickwork | Timber infestation | Damp and rot

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

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.

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.

Awaab's Law is legislation requiring Coastline (and other social landlords) to fix reported damp, mould, and other hazards within strict, legally defined timeframes, coming into effect on 27 October 2025. The law, a direct response to the death of Awaab Ishak from damp and mould, aims to ensure tenants are safe and that landlords are held accountable for maintaining properties. Landlords will need to inspect hazards and address significant risks within set periods, with powers available for landlords to improve performance.

Key Aspects of Awaab's Law

• Focus on damp and mould first: The law will first address damp and mould hazards and emergency repairs.
• Strict timeframes: Landlords must investigate and fix these hazards within legally defined time limits, with specific guidance provided for social landlords by the government.
• Improved protections: The law aims to improve tenant safety and housing quality by holding landlords accountable for the condition of their properties.
• Government oversight: New powers are being given to the Housing Ombudsman to help landlords improve their performance and ensure compliance with the new regulations.

What happens if the issue isn't covered under Awaab's Law?

In some cases, based on review of the work a customer requests, we find that the repair or severity is not related to the types of hazards covered by Awaab's Law, such as damp, mould, or other emergency issues posing a risk to health and safety.

However, we are committed to providing safe homes. So we will refer your request to the relevant department or team for them to assess and address as part of the standard repairs and maintenance processes.

Why this matters to Coastline customers

• Listening and acting: This law is designed to ensure that report damp, mould, and other serious hazards are taken seriously and addressed promptly.
• Accountability for landlords: Coastline and other social landlords will have a legal duty to fix these issues within specific timeframes, and they can face increased oversight from the Housing Ombudsman.
• Tenant empowerment: By empowering tenants to report these issues and ensuring they are fixed quickly, the law seeks to prevent cases like the tragic death of Awaab Ishak from reoccurring.