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, 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.

We will take every precaution to protect you and our operatives from the risk of coronavirus

  • Operatives will be wearing the appropriate PPE, such as mask and gloves
  • 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.

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