Report a repair
Report a repair and book an appointment using our online service My Coastline
Repairs service update
Under ongoing restrictions, we continue to offer a wide range of repair and defect services with some changes to ‘normal’. The changes are to ensure we are working in ways that protect you and our staff, and to ensure we prioritise the most important and urgent work.
All Emergency and Urgent repairs are being completed within normal time frames.
With increased resources in place we are improving the scheduling of less urgent repairs, even with a higher than usual number of reports from customers.
Some lower priority repairs may take up to 30 working days (six weeks) to complete whilst the service continues to recover. More complex work usually completed within 60 working days is sometimes being completed close to the end of that time period. In the most complicated cases we may take up to 90 days to complete these works but will be trying hard to avoid any unnecessary delays.
Particularly affected are fencing and gates, due to shortages with wood and concrete, and replacement windows, which have changes in delivery dates.
We will continue monitor progress, and will update you in coming weeks.
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.
There may be some delays with defects in newer homes due to availability of contractors, but we will record then pass on details of everything that is reported to us.
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 from your app store:
Non-emergency repairs can be emailed to email@example.com.
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.
Everyone at Coastline thanks you for your patience during the Covid-19 pandemic.
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.
For households in which one or more people are Clinically Extremely Vulnerable, the government advises any non-emergency work should only be undertaken at the discretion of the individuals concerned. From 1st April 2021 Clinically Extremely Vulnerable people are no longer advised to shield but should continue taking extra precautionary steps to protect themselves and minimise their risk of exposure to the virus. Please be reassured that all our staff are following covid-secure procedures, have full personal protective equipment, and all are briefed with the latest advice.
When we visit, you must allow our staff and contractors space to work, including maintaining 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
None of our staff attending homes fall into any of the higher risk categories covered by government guidelines.
We will provide services and inspections as much as we can by telephone, through My Coastline, and our remote video system.
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.
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.