Council housing repairs

If you have an emergency repair please call 0800 183 0044

Non-essential housing repairs

Non-essential repairs to council houses are delivered in partnership with our repairs contractor, EQUANS (previously Engie). Some repairs may take longer than usual if we have difficulty getting materials and we will advise of any delays when you contact us.

  • Operatives will contact you before entering the property to discuss the repair and make sure everyone is well
  • You will be asked to confirm the location of the repair and then move to another area of the property
  • Our operatives will undertake a comprehensive clean of the work area, before and after carrying out the repair.

To arrange or discuss a repair, please contact our Housing Repairs Team on 0800 183 0044, or email Our specialist call handlers will be able to discuss any concerns you might have.

To report an issue call Freephone 0800 183 00 44

This number is also for out-of-hours enquiries. (If you call from a mobile phone it is likely you will be charged for the call by your mobile provider.)

You can also contact us by emailing:

All our staff carry ID cards and tenants are encouraged to ask to check ID. Please phone us with any concerns you may have. We will phone or text ahead of carrying out repairs, to ensure you are kept informed about your repair.

While we carry out repairs, you have responsibilities for a number of repairs in your home.

Tenant responsibilities:

  • Tenants must:
  • Take a look at our document which tells you exactly what your responsibilities are as a tenant.
  • Allow repair workers into your home to carry out repairs, annual safety checks and inspections
  • Decorate the inside of your home to a reasonable standard, including filling minor cracks or holes in walls
  • Inform us (freephone 0800 183 0044) as soon as you notice a repair is needed and take action to prevent it getting worse. (Please note calls from mobile phones may be charged).
  • Take action to prevent and control the build up of moisture (condensation) Read our guidance notes for dealing with damp and condensation here.
  • Take steps to prevent blockages in waste pipes or drains
  • Take action to prevent pipes from freezing or bursting
  • Arrange for the repair of any damage caused by you, a member of your household or a visitor

Tenants are expected to do the following tasks themselves or arrange to get them done:

  • Replacement of door locks or keys when they are lost, broken or you get locked out
  • Getting extra keys cut
  • Replacement of glass in windows/doors, unless the cause of the damage was outside your control
  • Fitting of bells, latches, knobs, handles, chains or additional locks to doors
  • Adjustment of doors, particularly when you have new carpets fitted
  • Fitting of curtain rails, pelmets, picture rails, and coat hooks
  • Replacement of light bulbs fluorescent tubes and starters
  • Resetting of trip switches
  • Testing/cleaning of battery operated smoke detectors
  • Replacement/Installation of TV aerials and sockets - unless communal aerials
  • Clearing blocked basins sinks baths and toilets
  • Replacement of toilet seats
  • Replacement of plugs and chains on baths basins and sinks
  • De-scaling of shower heads
  • Fitting waste and pipework for washing machines/dishwashers, vents for tumble dryers
  • Replacement of clothes lines
  • Maintenance of general garden paths (not those to front or back doors) and general garden features
  • Keep gully grids clear of leaves and rubbish

How-to repairs videos

We’ve teamed up with our housing repairs provider, EQUANS (previously known as ENGIE), to produce a series of short how-to videos to help you with some simple DIY tasks around the house.

Please note, these videos have been created as a guide only – do make sure you feel confident in tackling the task yourself and follow any safety guidance/instructions on the packages of any products you use.

Advice to help reduce frozen pipes and heating breakdowns during cold weather

  • Where possible, try and keep your heating on low. If you are experiencing financial hardship then please contact your utility provider direct
  • If you are going away then please isolate your water by turning it off at the stop tap, so if the weather turns cold while you are away it will limit any damage if pipes do freeze.

In particular, freezing cold weather can cause boiler condensate pipes to freeze which can prevent the boiler from functioning.

You may be able to thaw frozen condensate pipes without having to log it as a repair by following the guidelines below.

Thawing your condensate pipe

  • Use warm water only and pour over the end of the pipe where it is frozen using a suitable container like a watering can
  • Hold a hot water bottle, or heat wrap, around the condensate pipe
  • Once the pipe has thawed you should reset your boiler by holding in the reset button for 10 seconds and wait for the boiler to re-fire.


  • Never attempt to thaw a condensate pipe above waist height, or disconnect the condensate pipe in order to do so
  • Never attempt to access the condensate pipe or any other pipework within the boiler
  • Beware of ice on the ground that will form from the water you have poured.

If you cannot safely thaw the pipe, or it doesn’t solve the problem, please contact us on 0800 183 0044.

South Staffordshire Water has also issued some advice to its customers about how to prevent this from occurring. For more information, visit

Advice on lead paint in your home

Are you redecorating? Is your paintwork safe?
Yes, if it's used and treated properly. Look out for lead in old paint in your home.

What's the problem?
We all know that too much lead in our bodies is bad for us. Over the last 20 years or so, we've done a lot to get rid of it in this country and cases of lead poisoning are now rare.
But old paint is one particular source of lead that you may still come across in your home.
Up until the mid-1960's, lead was used to make some kinds of paint - for windows, doors and other woodwork as well as for some metal items, like radiators. A few minor uses continued until the 1980's.

How will I know if there's lead in my paintwork?
The age of your home is a good guide. If it was built before the 1960's and still has original coats of paint, there could be some lead around.
Another clue is if your paintwork is quite thick - lead could be locked into the oldest layers. That's not a problem if it's in good condition and you don't plan to redecorate.
Modern household paints do not contain added lead and are not dangerous. So if your home is newer, there won't be any lead there.
If it has recently had a new coat of paint, this will probably have sealed any lead in.

Am I or my family at risk?
The people most at risk from lead are young children and pregnant women.
If you think the paintwork is likely to get knocked or chewed by young children or by pets, for example, or if it could be damaged in some other way that could release lead dust into your home, it would be best to sort it out now.
If you are planning any redecorating there are ways you can deal with lead paintwork safely.
If you think your home does have lead paintwork, especially if it's in bad condition, peeling or flaking - it's best to be on the safe side. So read on.

How can I make sure we're safe?
The easiest way of dealing with lead paintwork - if it's in good condition - is to seal it with an over coating of modern paint. But if the paintwork is in bad condition and needs to be removed before you can redecorate, use methods that don't create dust or fumes, like a solvent or caustic-based liquid stripper. Don't forget to follow the safety instructions if you do use solvents or liquid strippers, and remember that solvent-free, water-based paint removers are now available - ask your DIY dealer for details.
If you have to use a hot-air gun, use it just enough to soften the paint - don't burn it because this will give off fumes. A good guide is to make sure your gun is set below 45°C.  Keep surfaces moist when removing paint.
Wear protective clothes, gloves and a good quality face mask with a filter conforming to EN143 P2. Shut off the work area and don't let other members of your family in, especially children or pregnant women. If possible, remove furniture and carpets; otherwise cover them completely.
When you break from the work, store the clothes you've been wearing safely (perhaps in a sealed plastic bag) and wash your hands and any other bare skin before you do anything else.
When you've taken most of the paint off, moisten the surface and smooth it with a waterproof abrasive paper - don't use sandpaper.
When you've finished, put the paint you've removed and any collected on coverings in a safe container - a sealed plastic bag will do - and put it out with the rubbish.
Clean the room you've been working in and any coverings used with water and detergent. If you need to get rid of any dust after decorating, you may have to use an industrial standard vacuum cleaner (complying with British Standard 5415), and wash the clothes you've been working in separately from any others.

What next?
If you're not sure you can deal with the paintwork safely by yourself, call in a professionally qualified firm of decorators - you can find out who they are from one of the associations representing decorating contractors.

More information about lead paint from DEFRA