covid-19 adviceCoronavirus (COVID-19)
Check out the latest information and advice about Coronavirus (COVID-19)

Council housing repairs

Please note that we are currently only able to respond to emergency repairs.

If you have an emergency repair please call 0800 183 0044

Following Government advice we have temporarily suspended all non-essential repairs until further notice. This is to reduce the spread of the Coronavirus (COVID-19).

We apologise for the inconvenience this may cause. The safety of our customers and colleagues is our priority.

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 see it. 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:

  • 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
  • To 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:

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

We also provided some useful tips 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 is also experiencing increased demand due to frozen and burst pipes across the region and has issued some advice to its customers about how to prevent this from occurring. For more information, visit