Reporting Repairs

We have a specialist Maintenance Team who deal with all planned and responsive repairs to our homes.

General Repairs

To report or to enquire about a repair you can do this via our Hafod 24/7 app which is available on Android and Apple devices. You can also call the Customer Service team between 8.30am and 4.30 pm Monday to Friday on 029 2067 5800.

or e-mail -  

For emergencies ONLY, outside of office hours, please call 029 2067 5800.

Heating and Plumbing

If you wish to report a heating and plumbing repair or have a gas service query, please contact Liberty Gas on FREEPHONE 0800 328 4322.

If you can smell gas, please telephone Transco straight away on 0800 111 999

Response Times

We have three standard response times for our contractors to respond to repair requests

  • Category A: within 24 Hrs
  • Category B: within 7 Days
  • Category C: within 14 Days

Category A - 24 Hrs

A repair can be defined as an emergency repair where there is a:

  • danger to tenants' health
  • risk to tenants' safety
  • risk of serious damage to the building
  • risk of serious damage to the tenants' property
  • risk of loss of tenants' property, including loss by theft

Some examples include a burst pipe, a collapsed wall, a leaking roof, total loss of electrical power, unsafe electrical fitting, total loss of water supply, loss of space or water heating between October and April, blocked foul drain, loss of toilet facilities and an insecure window, faulty door or lock.

Please note, we will not change door locks where residents have lost their keys.

Category B - 7 Days

A repair can be classified as urgent when the:

  • tenants' comfort or convenience is seriously affected
  • disrepair will cause the occupant to incur expense

Examples of this might include partial loss of space or water heating between May and September, partial loss of electrical power or water supply, door entry system not working and minor electrical repairs.

Category C- 14 Days

A repair can be defined as non urgent where it;

  • does not fit into the above categories
  • can wait a short time before being dealt with
  • the work can be batched with other repairs or incorporated into a planned programme

Examples may be minor carpentry repairs, leaking rainwater pipes and condensation problems.


Occasionally our Maintenance Surveyor will need to inspect your repairs first. A mutually convenient appointment can be made with your Maintenance Surveyor during office hours 8.30am - 4.30pm.

Written Notification

Unless the repair is an emergency, we will issue written notification of the repair giving details of the work to be carried out, the order number, the contractor's name and the timescale of repair.  This information will be sent by post together with a Customer Satisfaction Survey.

Customer Satisfaction Survey

We constantly monitor our performance and value customer feedback. Once your repair is completed, please return this to us in a freepost envelope and you will be entered into a quarterly prize draw.

Reporting Repairs
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