01209 200200

Report a repair


Report a repair and book an appointment using our online service My Coastline


Repairs service update

Almost all repairs are being completed within normal time frames. An increase in local infection levels or staff having to isolate may impact on our resources. 


As always, it is important that you report repairs to us straight away and include as much information as you can. If you use My Coastline or email you can attach a photo which helps us to get the repair right first time. 


If a repair gets worse after you have reported it, please let us know as we may then move the appointment to an earlier date. 


You can report and book appointment times for non-emergency repairs using My Coastline. Visit www.coastlinehousing.co.uk or download the My Coastline app for Apple, Android and Amazon.


Non-emergency repairs can be emailed to customer.service@coastlinehousing.co.uk


Emergency repairs must be reported by phone 24 hours a day, seven days a week on 01209 200200. By emergency repairs we mean any defect that puts the health, safety or security of a customer, or a third party, at immediate risk; or that affects the structure of the building adversely.


Keeping everyone safe if we need to visit your home

Here's a short guide including a video to help keep everyone safe if we need to visit your home. There are things we will do, and some steps we ask you to take.



Before we visit you will be asked whether anyone in your household has symptoms of coronavirus. The government says no work should be carried out in a household which is isolating because one or more family members has symptoms, unless it is to remedy a direct risk to the safety of the household or the public. For these emergency repairs we will discuss with you how we can undertake them without compromising health and safety.  


Our operatives will ask whether you would like them to wear face coverings, and will ensure surfaces they touch are cleaned. Please allow our staff and contractors space to work, such as maintaining a social distance of at least two metres or waiting in a different room while work is completed.


While wearing a mask is now by choice, please feel free to do so if it makes you feel more comfortable. If you would like our colleagues to do the same please ask them. Likewise, if our colleague asks you too it would be very much appreciated.

We understand that some customers may not be able to wear a face covering, including: 

  • children aged 10 and under (Public Health England does not recommend face coverings for children under the age of 3 for health and safety reasons) 
  • people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability 
  • where putting on, wearing or removing a face covering will cause you severe distress 

Reporting repairs via video link


If a surveyor needs to assess a repair, they can now do this without visiting your home. By sending you a link, they can take a look at the job using your phone's camera.


This can save a great deal of time as it lets the surveyor see exactly what the problem is without necessarily visiting your home in the first instance. Watch this video to see how this service works:




What Coastline must do


Gas and electrical works


By law we must keep to existing gas and electrical safety regulations. This means we will continue with annual checks on gas boilers to ensure they are safe, but we will do these as early as possible to avoid possible delays in the future.


Minimise contact during work


If we must send a contractor to your home they will:

  • telephone ahead where possible to remind you of the appointment and check that you and your household are well  
  • knock on the door and step back to ensure social distancing
  • ask you to step back to allow them distance to access your home
  • wear gloves to ensure hygiene standards are maintained throughout the visit
  • use hand sanitiser before and after they enter your home
  • clean their work area and any point of contact such as door handles with antibacterial wipes as they leave
  • wear a protective facemask and coveralls in addition to gloves if you have confirmed that a member of your household has coronavirus symptoms or is self-isolating

What customers must do


Allow essential access


We will only ask to access your home when we have to, and we will re-schedule an appointment if we can.


Tell us if someone in your household has symptoms


The government has issued specific guidance on what to do if someone in your household has symptoms of coronavirus, including self-isolating everyone for 14 days.


If a contractor is due to visit and someone in your household may have the virus please let us know. We will re-schedule the visit for 14 days later if possible, so long as this does not exceed the maximum gas safety test date of 12 months.


Take hygiene precautions


You must follow sensible precautions to keep yourself safe when contractors are visiting your home, as outlined in public health guidance.  


If you are in a vulnerable group you should take additional measures. These include remaining in separate rooms during a visit and following government advice on hygiene and cleanliness before, during and after the visit.  You do not need to have direct contact with anyone visiting your property to carry out repairs. 


All Coastline contractors will work according to this guidance so please talk to us before they visit if you have any concerns.


What we must all do


Work together


During the coronavirus outbreak we all need to work together to ensure your home remains safe.  To minimise the risk of catching the virus, the government recommends:

  • you follow sensible precautions to keep yourself safe when contractors or others are visiting your home, as outlined in public health guidance
  • you take additional measures such as ensuring you remain in separate rooms to the contractor
  • follow Government advice on hygiene and cleanliness before, during and after visits
  • wherever possible avoid all direct contact between you and visitors to your home

General repairs on My Coastline - app | mobile | tablet | computer

To report repairs use My Coastline, the online service for Coastline Housing customers:

For most repairs My Coastline gives you a choice of appointments.


Urgent repairs must be reported by phone - lines are open 24 hours a day, seven days a week.


Gas, electric and heating

Our contractor Blue Flame handles these repairs. You can email them or call our main number 01209 200200 and choose the gas, electric and heating option.


Urgent repairs must be reported by phone. If you think there may be a gas leak call Call Transco Gas Emergenciesthe National Gas Emergency Helpline on 0800 111 999.


Most of Coastline Housing’s gas boilers fitted in recent years are manufactured by Worcester. Blue Flame are Worcester Accredited Installers and provide videos here to guide you in checking the pressure to your boiler, re-setting your boiler, and bleeding radiators.


If you are at all unsure about anything shown in the videos, please do not attempt to carry out the instructions but call Blue Flame by dialling 01209 200200 and choosing the gas, electric and heating option.


Repairs pictures

If you are not sure how to describe a repair, take a look at the downloadable pictures at the foot of this page. They can help you find the right names for all sorts of things that might need repairing.


Related Documents

My Coastline is the easy way to report a repair and book an appointment. Download the app for Apple, Android or Amazon from your device's store.
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