If you are reporting a Housing Repair you can now call us on Freephone 0800 074 0169 (calls from mobiles may still be charged by your mobile phone provider). You can still contact us by emailing firstname.lastname@example.org. Emails to this address will be responded to within 24 hours between Monday and Friday, 9am to 5pm.
You can report a repair by emailing email@example.com or by calling the repairs contact centre on 0800 074 0169, 24 hours a day, 7 days a week. Repairs emails will be responded to within 24 hours between Monday and Friday, 9am to 5pm.
Please provide as much information about the problem as possible so we can prioritise your repair correctly. An appointment will need to be made with you to complete this work. Please provide us with your availability taking into account the timescales below and contact number as we will need to confirm the appointment details with you.
The council has three separate priority classes for repairs, these are:
These will be carried out within 24 hours usually on the day reported. Out of hours emergency repairs will make safe and secure pending a permanent repair.
Please note: if you falsely report a repair as an emergency you may be charged.
These will be carried out between three and five working days. An appointment will need to be made with you to complete this work.
These will be carried out within 20 days. An appointment will need to be made with you to complete this work.
These include all other jobs, for example:
The customer services advisor to whom you report your repair will be able to tell you the priority of your repair.
In certain circumstances, an inspector will look at the property before the repair is carried out - the customer service advisor will be able to tell you if you need an inspection, and if necessary, to make you an appointment. All contractors and staff will carry identification.
Please ensure that when you contact us you provide an up-to-date contact number so the appointment can be made and confirmed with you.
It is council policy to recover the cost of a repair plus a 15% administration charge from tenants where the tenant, or his/her family or visitors have caused damage deliberately, maliciously or through neglect.
If you need a repair that has come about through breakage or neglect, you will be informed at the earliest possible moment of what it will cost.
You will be required to pay immediately at the local office or sign a form stating that you agree to pay. If you refuse to accept the charge, the repair will not be carried out unless it is considered dangerous not to do so. In this case the work will be done, an account will be raised and a notice served on the person responsible.
You do have the right to carry out the repair yourself as long as it is to a standard acceptable to the council.
If you carry out a mutual exchange, there are certain things you are responsible for. For further details, see the handout called Moving Home. You will be asked to sign a Works & Repair Responsibility form at the time of your exchange.
The following items will be provided at the start of every tenancy. Any replacement after that will become the tenants' responsibility:
You can also pay the council to do the following:
The following groups of tenants are not normally required to pay for rechargeable repairs due to wear and tear only:
No exemptions apply for rechargeable repairs due to breakage or neglect.
As a council tenant, you have the right to have repairs done competently and on time.
Tenants are entitled to have certain repairs done by a private contractor if the council fails to carry out the repair in the required time.
Examples of jobs that come under the right to repair scheme are:
The time allowed for a repair applies to full working days. For repairs reported out of hours, the timescale will apply from the next working day. If a fault has to be inspected first, the repair starts the working day after the job ticket is given to the contractor.
Please ask at you local office for a leaflet which gives full details of the Right to Repair scheme.
In the rare occurrence that we need to carry out essential repairs to your home, and we need for you to move on a temporary basis so we can carry out the works, we will provide your household with temporary accommodation.
We will try to lessen the problems that a temporary move will cause you so we will aim to provide you with accommodation as close to your home as we can.
We will ask you to complete a Legal Document stating that you will return to your home after the repair works have been completed. This means that when we have completed all the essential works you must return to your home and vacate the temporary accommodation.
Thurrock Council is under a duty to gain access to properties to undertake surveys for a number of reasons such as major repairs/defects and to carry out specialist surveys. Tenants have an obligation to report repairs or defects to the Council and to provide access to allow the work to be carried out.
|Repairs line||0800 074 0169 (24 hour)|
|Emergency repairs/caretaker||01375 372468|
|General council number||01375 652652|
|Housing services feedback||0845 3005 263|