Requesting a repair to your Council home

If you are a council tenant and want to report a fault or request a repair to your home, you have the following options:

• To report a Central Heating Repair between 8.30am and 6.30pm Monday to Friday you can call our heating contractor, Paynes Heating and Plumbing Ltd on 0870 997 1723.
• To report any other repair between 8.30am and 5.00pm Monday to Thursday, and 8.30am and 4.30pm on Fridays, you can call our Housing Services Team on 01883 732808 or 732820.
• You may report the problem to either your warden if you live in sheltered housing or your Management Officer or write to or visit the Housing Reception Desk at the Council offices, Station Road East, Oxted, Surrey, RH8 0BT. Council Office hours are 8.30am to 5.00pm Monday to Thursday and 8.30am to 4.30pm Friday.
• Alternatively, if you have a non-urgent repair, you can complete an online form for Reporting a repair or you may email hem@tandridge.gov.uk
• In an emergency you can report repairs outside of the above times, on weekends and bank holidays by calling 01883 722000. This number must be only used in cases of real emergency that are likely to be life threatening or cause serious injury to persons or significant damage to property - if it is not an emergency situation then please wait until the office is next open and use the office hours number above.
• If you need to report a gas leak then contact National Grid on 0800 111 999
• If you need to report a loss of electrical power from the national grid contact EDF on 0800 783 8866

Priorities
Everyday repairs are allocated a priority so that you have some idea on how quickly we hope to get them completed.
Priority 1 - Emergency repairs to be completed within 24 working hours
Priority R - Repairs to be completed within 3 working days under the Right to Repair scheme
Priority 2 - Urgent repairs to be completed within 7 working days
Priority 3 - Routine repairs to be completed within 4 working weeks
Priority 4 - Programmed repairs to be completed within 1 year

Please note that there will be occasions when we will not be able to complete the repair in the recommended timescale, e.g. if a part needs ordering.

We also have an agreed standard for our repairs service and an letting standard for the work we undertake in empty properties.

To help us monitor and improve repair standards we ask you to fill in a survey form after each repair is completed. To save our postage costs you can instead fill in the on-line house repairs survey form. Please indicate on this the reference number (e.g. HSG1234) on the documentation we supply.