Housing repairs and maintenance
Ensuring the safety and functionality of your property is our priority. Whether it's a minor repair or a significant issue, we are here to help. This page contains information on how to report a general repair, gas safety advice and how best to report an emergency repair.
Gas safety
Gas appliances can be dangerous if they are in poor condition. We service and inspect the gas appliances in your home every year to help keep you safe.
Where we have fitted a gas fire or gas hot water system our contractors will arrange an appointment to check each appliance in your home and will give you a copy of the gas check certificate.
We have a legal requirement to carry out these checks, and it is a condition of your tenancy that you allow our contractors access to your home to carry out the work.
If we are unable to make an appointment with you, we will make every effort to reschedule the checks as soon as possible. We will also document all correspondence with you and our contractors to ensure we remain compliant.
Gas leaks
If you smell gas in your home call the free 24-hour national gas emergency number on 0800 111 999. You should do this whether the smell is inside or outside your property.
When you call you will be asked a series of questions. These are designed to build a picture of the reported gas escape or gas emergency.
Your answers will help the operator to identify the right gas safety advice for you.
This may include:
- not turning electrical switches on or off
- opening doors and windows
- turning the gas off at the meter - unless the meter is located in the cellar/basement
- avoiding the use of naked flames
Please also inform us after you have reported the incident.
Housing repairs and maintenance for Lewes residents
Request a repair
Report an emergency repair 24/7 by calling 01273 471600, Option 2.
An emergency repair is where there is immediate danger to you or the structure of your building. This includes:
- total loss of water
- loss of heating (between 31 October and 1 May)
- burst pipes
- flooding
- total loss of power
- unsafe electrics
- unusable toilet (where there is only one in the home)
- unsecured ground floor window or door, and
- dangerous glazing in doors and windows.
We will attend and make the situation safe within 24 hours. We may need to return another day to complete the full repair. The service is available to both tenants and leaseholders.
Charges may be made if a call out is for a non-emergency repair.
An emergency does not include repairs such as:
- light not working (unless sparking electrics)
- leaking gutters or overflows
- a minor leak from a radiator that could be contained in a bowl
Report all other repairs online
You can use this form to request a repair to your Lewes District Council home or communal area.
Once your request has been received we can then set up a morning or afternoon appointment depending on your preference subject to our published Response times (below). We also operate Saturday morning appointments for smaller repairs.
Malicious damage or neglect
As a tenant it is your responsibility to look after your home and keep it decorated, clean and free from rubbish. You must not deliberately break windows, doors or any fixtures or fittings. If we have to carry out a repair or remove rubbish for which you're responsible, you will be recharged for the works. In extreme cases, neglect may be grounds for eviction.
Heating problems
For all Gas heating repairs contact BSW Building Services on 0800 865 4428 free from a landline number and from mobile networks depending on your providers tariff. Alternatively their landline number is 01444 836036.
What repairs are being undertaken?
Like all services, the council is facing unprecedented pressures on budgets due to inflation, which has affected materials and labour costs. In the past, there has been some flexibility when attending to repairs, but unfortunately due to the ongoing pressures we face, to manage our expenditure, we are assessing repairs against our minimum responsibility as a landlord which is defined in legislation as:
- Keeping in repair the structure and exterior of the dwelling-house (including drains, gutters, and external pipes).
- Keeping in repair and proper working order the installations in the dwelling-house for the supply of water, gas, and electricity and for sanitation (including basins, sinks, baths, and sanitary conveniences).
- Keeping in repair and proper working order the installations in the dwelling-house for space heating and heating water.
- Any repair that contributes to a hazard, as defined by the Housing Health and Safety Rating System (HHSRS).
- Any issues that would be defined as prejudicial to health under the Environmental Protection Act 1990. This includes repairs to resolve issues that are injurious or likely to cause injury to health.
As such, we are prioritising works inside tenant's homes and to the structure of the homes rather than fencing, gates, sheds and garages, which we are endeavouring to keep in a safe condition.
What are the timescales for dealing with repairs?
We give every repair a target date for completion using the following categories.
| Job category | Timescale | Definition |
|---|---|---|
| Priority 1 - Emergency repairs | 24 hours | Issues which pose an immediate health and safety risk such as total loss of electric power |
| Priority 2 - Urgent repairs | 7 days | Works that do not pose an immediate threat or safety risk but negatively impact on an occupant's access to utilities or need repair such as blocked sink, bath or basin |
| Priority 3 - Routine repairs | 28 days | Work that poses no threat to occupants and/or may require substantial repairs |
| Priority 4 - Replacement works | 85 days |
|
Rest assured, due consideration is always given to tenants with medical conditions or circumstances that mean that they would be at a higher risk of harm should a repair not be undertaken, and a flexible approach is taken when prioritising these issues.
Right to Repair
The Government has listed 20 common repairs under its Right to Repair scheme and set a period of working days in which they must be completed.
To meet the requirements of the Right to Repair scheme the repairs must cost under £250 and not be caused by misuse.
If we do not complete a qualifying repair within the prescribed period, tenants have the right to ask the council to get a second contractor. If the work is not completed in the second prescribed period, tenants are entitled to ask for compensation of £10, plus £2 for every extra day of wait, up to a maximum of £50.
If an inspection is needed, the council is allowed extra time. If the inspection identifies the need for more extensive works costing more than £250, this is no longer covered under the Right to Repair and tenants will be given more details on the target time for completion.
Only secure tenants qualify for the Right To Repair. It is not applicable to leaseholders.
Qualifying repairs under the right to repair scheme and the response times are summarised in the table below:
Repair type | Response time (working days) |
|---|---|
Total loss of electric power | 1 |
Partial loss of electric power | 3 |
Unsafe power or lighting socket or electrical fitting | 1 |
Total loss of water supply | 1 |
Partial loss of water supply | 3 |
Total or partial loss of gas supply | 1 |
Blocked flue to open fire or boiler | 1 |
Heating or hot water not working between 31 October and 1 May | 1 |
Heating or hot water not working between 1 May and 31 October | 3 |
Blocked/leaking foul drain, soil stack or toilet | 1 |
Toilet not flushing (if there is only one toilet in the property) | 1 |
Blocked sink, bath or basin | 3 |
Tap cannot be turned | 3 |
Leak from a water pipe, tank or cistern | 1 |
Leaking roof | 7 |
Insecure external window, door or lock | 1 |
Loose or detached banister or hand rail | 3 |
Rotten timber flooring or stair tread | 3 |
Door entry phone not working | 7 |
Mechanical extractor fan not working | 7 |
Tenant responsibilities
We take care of the majority of repairs within your home and in communal areas, but there are a few things that you are responsible for looking after, such as:
- Non-communal washing lines
- Sheds and greenhouses
- Non-communal garden upkeep
- Minor exterior paint repairs
- Interior decoration
- Small household consumables (such as bulbs, batteries and plugs)
- Replacement keys (see handbook)
- Non-communal TV aerials
- Telephone points
- Internal doors and fittings
- Appliances (such as cookers)
- Other general fixtures and fittings
- Utility meters
For more information on repair responsibilities, please take a look at your tenant handbook.
Housing repairs and maintenance for Eastbourne residents
Request a repair
Report an emergency repair 24/7 by calling 01323 410000, Option 2.
An emergency repair is where there is immediate danger to you or the structure of your building. This includes:
- total loss of water
- loss of heating (between 31 October and 1 May)
- burst pipes
- flooding
- total loss of power
- unsafe electrics
- unusable toilet (where there is only one in the home)
- unsecured ground floor window or door, and
- dangerous glazing in doors and windows.
We will attend and make the situation safe within 24 hours. We may need to return another day to complete the full repair. The service is available to both tenants and leaseholders.
Charges may be made if a call out is for a non-emergency repair.
An emergency does not include repairs such as:
- light not working (unless sparking electrics)
- leaking gutters or overflows
- a minor leak from a radiator that could be contained in a bowl
Report all other repairs online
You can use this form to request a repair to your Eastbourne Borough Council home or communal area.
Once your request has been received we can then set up a morning or afternoon appointment depending on your preference subject to our published Response times (below). We also operate Saturday morning appointments for smaller repairs.
Malicious damage or neglect
As a tenant it is your responsibility to look after your home and keep it decorated, clean and free from rubbish. You must not deliberately break windows, doors or any fixtures or fittings. If we have to carry out a repair or remove rubbish for which you're responsible, you will be recharged for the works. In extreme cases, neglect may be grounds for eviction.
Heating problems
For all Gas heating repairs contact BSW Building Services on 0800 865 4428 free from a landline number and from mobile networks depending on your providers tariff. Alternatively their landline number is 01444 836036.
What repairs are being undertaken?
Like all services, the council is facing unprecedented pressures on budgets due to inflation, which has affected materials and labour costs. In the past, there has been some flexibility when attending to repairs, but unfortunately due to the ongoing pressures we face, to manage our expenditure, we are assessing repairs against our minimum responsibility as a landlord which is defined in legislation as:
- Keeping in repair the structure and exterior of the dwelling-house (including drains, gutters, and external pipes).
- Keeping in repair and proper working order the installations in the dwelling-house for the supply of water, gas, and electricity and for sanitation (including basins, sinks, baths, and sanitary conveniences).
- Keeping in repair and proper working order the installations in the dwelling-house for space heating and heating water.
- Any repair that contributes to a hazard, as defined by the Housing Health and Safety Rating System (HHSRS).
- Any issues that would be defined as prejudicial to health under the Environmental Protection Act 1990. This includes repairs to resolve issues that are injurious or likely to cause injury to health.
As such, we are prioritising works inside tenant's homes and to the structure of the homes rather than fencing, gates, sheds and garages, which we are endeavouring to keep in a safe condition.
What are the timescales for dealing with repairs?
We give every repair a target date for completion using the following categories.
| Job category | Timescale | Definition |
|---|---|---|
| Priority 1 - Emergency repairs | 24 hours | Issues which pose an immediate health and safety risk such as total loss of electric power |
| Priority 2 - Urgent repairs | 7 days | Works that do not pose an immediate threat or safety risk but negatively impact on an occupant's access to utilities or need repair such as blocked sink, bath or basin |
| Priority 3 - Routine repairs | 28 days | Work that poses no threat to occupants and/or may require substantial repairs |
| Priority 4 - Replacement works | 85 days |
|
Rest assured, due consideration is always given to tenants with medical conditions or circumstances that mean that they would be at a higher risk of harm should a repair not be undertaken, and a flexible approach is taken when prioritising these issues.
Right to Repair
The Government has listed 20 common repairs under its Right to Repair scheme and set a period of working days in which they must be completed.
To meet the requirements of the Right to Repair scheme the repairs must cost under £250 and not be caused by misuse.
If we do not complete a qualifying repair within the prescribed period, tenants have the right to ask the council to get a second contractor. If the work is not completed in the second prescribed period, tenants are entitled to ask for compensation of £10, plus £2 for every extra day of wait, up to a maximum of £50.
If an inspection is needed, the council is allowed extra time. If the inspection identifies the need for more extensive works costing more than £250, this is no longer covered under the Right to Repair and tenants will be given more details on the target time for completion.
Only secure tenants qualify for the Right To Repair. It is not applicable to leaseholders.
Qualifying repairs under the right to repair scheme and the response times are summarised in the table below:
Repair type | Response time (working days) |
|---|---|
Total loss of electric power | 1 |
Partial loss of electric power | 3 |
Unsafe power or lighting socket or electrical fitting | 1 |
Total loss of water supply | 1 |
Partial loss of water supply | 3 |
Total or partial loss of gas supply | 1 |
Blocked flue to open fire or boiler | 1 |
Heating or hot water not working between 31 October and 1 May | 1 |
Heating or hot water not working between 1 May and 31 October | 3 |
Blocked/leaking foul drain, soil stack or toilet | 1 |
Toilet not flushing (if there is only one toilet in the property) | 1 |
Blocked sink, bath or basin | 3 |
Tap cannot be turned | 3 |
Leak from a water pipe, tank or cistern | 1 |
Leaking roof | 7 |
Insecure external window, door or lock | 1 |
Loose or detached banister or hand rail | 3 |
Rotten timber flooring or stair tread | 3 |
Door entry phone not working | 7 |
Mechanical extractor fan not working | 7 |
Tenant responsibilities
We take care of the majority of repairs within your home and in communal areas, but there are a few things that you are responsible for looking after, such as:
- Non-communal washing lines
- Sheds and greenhouses
- Non-communal garden upkeep
- Minor exterior paint repairs
- Interior decoration
- Small household consumables (such as bulbs, batteries and plugs)
- Replacement keys (see handbook)
- Non-communal TV aerials
- Telephone points
- Internal doors and fittings
- Appliances (such as cookers)
- Other general fixtures and fittings
- Utility meters
For more information on repair responsibilities, please take a look at your tenant handbook.
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