Harrogate Borough Council
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Council Housing Emergency Repairs
Report an emergency repair by calling 08457 089190.
We operate an emergency repair service to deal with specified repairs outside of normal working hours.
The types of repair that fall into this category are:
- Insecure property
- Gaining access
- Dangerous flooring or stairs
- Total loss of water supply
- Uncontrollable water leaks
- Unusable taps in the 'on' position
- Blocked toilets or soil and vent pipes (If only one in the property)
- Blocked drains (if backing up)
- Missing inspection chamber covers
- Severely damaged or dangerous roofs
- Electrics sparking or smoking, or bare wires
- Total loss of electric power
- Blocked chimney to open fire
- Removal of brick debris or rubble
While every effort will be made to rectify the problem with a 'permanent repair', this may not always be possible. Our operative will at the very least make the situation safe. For example, if a window is broken and it is our responsibility, we will secure it with a wooden board. We will then return at a later date to re-glaze the window.
Loss of heating or hot water is not an emergency. If, however, either you or a member of the household is 'put at risk' by the loss of heating due to age or illness, please let the operator know and they will try to make arrangements for the loan of a temporary electric heater.
If you have an emergency please telephone us using the details given above.
The operator will ask some questions that are designed to assist with the identification of the problem and our initial response. Please wait for the operator to complete the process or they may not be able to respond to your request for emergency assistance.
You should remember that if it is necessary to attend on an emergency and you are responsible for the repair, then you will be charged not only for the repair but also for the call out.
When you report a problem to us and we agree it is an emergency, we are obliged to attend and make the property safe.
How to report repairs
You should report all repairs to your local Housing Office either by telephone, in writing, or by calling into the office. Please remember to give your name and address and tell us when you will be at home.
Emergency repairs - when your local Housing Office is closed
If you have a genuine emergency when your local Housing Office is closed, you can contact the Council's Emergency Team on 08457 089190. You can tell them about any Council service but they will help only if it is an emergency.
How long will they take?
If complicated or major repair work is needed, the Area Clerk of Works may call at your home before ordering the work. The Clerk of Works will tell you how soon the work will be done.
Examples
- Priority E (Emergency repairs to be done within 24 hours.) Strictly used for emergency work to prevent danger to life or limb and/or serious damage to the property: burst water pipes, gas leak, loss of all electrical power, blocked toilet drain, insecure property.
- Priority A (Urgent repairs to be done within four working days.) Work that needs to be carried out urgently to overcome extreme nuisance to the tenant, to prevent ongoing damage to the property and/or where there is a potential health and safety risk: leaking waste pipe to sink, faulty light or socket, heating not working, overflow to toilet running.
- Priority B (Repairs to be done within 10 working days.) Work that needs to be done promptly because the tenant is unreasonably inconvenienced and/or the repair problem may get worse: loose wash hand basin, external door sticking, extractor fan not working, kitchen cupboard loose, loose or broken roof tiles.
- Priority C (General repairs to be done within 30 working days.) Standard work where the repair problem does not cause a high level of disturbance or inconvenience for the tenant and/or is unlikely to deteriorate further: renew wall tiles, repair fencing, plaster needs filling, loose kitchen worktop, loose floorboard, repair external render and pointing, windows sticking.
Who does the repair work?
All repairs are carried out by Repairs contractors. The Clerk of Works supervises the Repairs contractor and checks that the contractor's work is satisfactory by inspecting a proportion of the jobs completed.
All Repairs contractors have identity passes and you should ask to see them before letting them in your home.
The repairs you are responsible for
You must take good care of your home and avoid causing damage to the property. For example, you should not do anything that will block your sink or drains. When repairs need doing you should tell your local Housing Office at once.
If any repairs have to be done due to damage or because you have failed to tell us about a problem, you may have to pay for them.
There are also several items which you are responsible for:-
- internal decoration;
- minor plaster cracks;
- keys;
- electric plugs, light bulbs, tubes and starter motors for fluorescent light fittings;
- plugs and chains to sinks, baths and toilets;
- sweeping of chimneys.
Cookers, floor coverings, curtains, garden sheds and most improvements or alterations that you have done, are also your responsibility.
The Council's responsibilities are given in the Tenancy Agreement under Section 15 "The Council's Obligations".