How to Report a Council Housing Repair

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• How to Report a Council Housing Repair

If you are a council housing tenant or you are a tenant living in privately leased accommodation and you need to report a repair, the quickest way is to call the Customer Contact Centre on 020 8547 5003.

Other ways you can report a repair:

• Report a Repair Online - Please note once your job is submitted it is raised with the Customer Contact Centre.
• By email to HousingContactCentre@rbk.kingston.gov.uk
• To your estate manager or, if you live in sheltered housing, to your scheme manager.

If you ask for a repair to be done we will:

• Give you an appointment for the morning or afternoon when we can carry out the repair. (Where the repair is an emergency (24 hrs) our contractors may call at any time so you must make sure someone is at home at all times).
• Let you know if for any reason we cannot keep the appointment.
• In all cases tell you how quickly the repair will be carried out for example in 24 hours, 3 days, 7 days or 15 days.
• Give you a repair reference number.
• Wherever possible get the repair completed at the first visit.
• Send you a satisfaction survey for you to complete to give us feedback on how happy you are with the repairs service.

If you ask for a repair to be done you must:

• Make sure you or someone else is in your home to let us carry out the repair.
• Let us know if you cannot keep the appointment so it can be rescheduled.
• Make sure someone is at home at all times where the repair is an emergency (24 hours) as our contractors may call at any time.
• If there is potential damage to your property or a neighbouring property, do everything you can to stop this happening, for example putting a container to catch dripping water, or turning off the stop cock.
• Give us lots of information about the problem so we can fix it first time.
• Where possible give us a phone number so we can contact you.

For out of hours emergencies call 020 8547 5003.