Report a repair
Report a repair and book an appointment using our online service My Coastline
Repairs service and coronavirus
The government has issued updated guidance on maintenance responsibilities for landlords and tenants during the coronavirus outbreak. Coastline Housing is following this guidance.
You can read full details on this page.
Our service has returned to near-normal and now covers all repair types in all homes.
Some repairs are taking longer to schedule. For work usually completed within 20 working days you will be offered an appointment within 35 working days (seven weeks).
Please continue to report all repairs. If the repair isn’t urgent, the best way to do this is by using My Coastline. When we are able to complete the work will then contact you.
If you have reported a repair please do not contact us. There is a backlog to work through, so we will be in touch as soon as we are able to visit. If a repair later becomes an emergency please contact us straight away.
Coastline Services operatives will follow all health and safety guidelines and have full personal protective equipment. We remind customers not to approach the teams and follow social distancing rules to keep everyone safe.
We thank all our customers for their patience and understanding.
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.
When we visit, you must allow our staff and contractors space to work, including maintaing a social distance of at least two metres at all times.
Please wait in a different room while work is completed and wear a face covering if you can. 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
Let us know if you have any concerns about visits to your home, for example if you are in the Clinically Extremely Vulnerable group, but please be reassured that all our staff are following covid-secure procedures.
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
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
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.
Our customer handbook includes help and advice on repairs, including what Coastline is responsible for, and customer responsibilities.
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.