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Repairs

Some repairs are the tenant’s responsibility, others are the landlord’s. If you are unsure if the repair you need carried out is our responsibility or yours, check our Repairs Handbook (The Repairs Handbook only covers repairs for CBH Tenants; if you are a Leaseholder, please see the Leaseholder’s Handbook for information on Repairs and Maintenance to your home), which explains what we will repair and contains information about the repairs policy. If advice in the handbook differs from what you are advised by Colchester Borough Homes, then our advice should apply. Contact us for guidance if you are in any doubt.

The Repairs Handbook will help you take care of your home, fix common problems and report repairs clearly. and is divided into three sections.

  1. The first, ‘Our repairs service’, covers the service Colchester Borough Homes offers, including what is our responsibility and what is your own responsibility.
  2. The second section, ‘Diagnosing the problem’, gives advice and suggests ways of avoiding common problems in your home. The drawings and prompts will help you identify the cause of the problem and report the fault clearly.
  3. The third section covers ‘DIY improvements and adaptations’, further information on service quality and a ‘Glossary’ to shed light on tricky terms and words.

Keep a record of your important equipment on the inside front cover. Keep a log of gas checks on page 80. These will come in handy for future reference.

There are different types of repairs:

Emergency Repairs - we aim to deal with your repair within 24 hours

We carry out emergency repairs when there could be a risk to someone’s life or serious damage to your home. Examples of emergency repairs include:

• Total loss of water • Burst water main • Flooding • Severe storm damage • Major fault with the electrical supply • Unsafe electrical fittings • Breaches of security to outside doors and windows • Gas leak • Blocked flue • Blocked mains drains, soil pipe or sole WC • Faulty smoke alarm • Defective communal stair tread • Failure of lift • Failure of warden/alarm call system • Collapsed brick wall • Blocked drains

Urgent repairs - we aim to deal with your repairs within 3 working days

We will make an appointment with you for these repairs. Urgent repairs are repairs that need to be carried out fairly quickly to stop a problem getting worse or to stop the problem affecting other people. Examples of urgent repairs include:

• Minor plumbing leaks or defects • Blocked drains, sinks, basins, bath or toilet • Minor electrical faults • Roof leaks • Failure of entry phone • Damage to stair treads, hand rails or banisters.

Routine repairs - we aim to deal with your repair within 21 working days (depending on what work we need to do).

We will make an appointment with you for routine repairs. Work that we do not consider to be a danger to people’s health may be carried out as part of routine maintenance. Examples of routine repairs include:

• Repairs to doors, floors and windows • General joinery repairs • Plaster work • Minor plumbing repairs • Easing doors and windows • Blocked gutters • Repairs to gutters and downpipes • Repairs to tiling • Repairs to kitchen fittings • Defective flooring

If you need to report a repair please use one of the following methods:

View your repairs

To see details of your repairs online you can use the Do It Online service.

By creating an online account it will help you to access a range of information. When going online you will be able to:

  • View your rent and service charges
  • Monitor payments that have been made
  • Make a payment
  • Set up a Direct Debit
  • View your repairs history
  • Update us on who is living in your property

When creating an account you will be asked some security questions and to confirm your property reference number. This is an 18 digit number that will be on letters and communications you receive from us. If you don’t know your reference and don’t have a letter with this on then please contact us and we will send you your reference number by email.

To get started please follow this link to the Council’s Do it Online service

If you need to report an emergency, please contact us by phone on 01206 282514.

Gas Servicing and Repairs

Mears has been providing our gas servicing and repairs since October 2010. Mears is dedicated to providing an excellent quality service for residents and operate from their offices in Dedham. On-site services are also available to ensure residents are fully informed about any planned work. Appointments are available between 8am and 8pm Monday to Friday, and Saturday mornings between 8am and 1pm. 

Before calling, there are a number of things you can check yourself, that might save you having to wait for an engineer to call. See our Central Heating Trouble Shooting Advice for things to try before calling an engineer.

How to get in touch

You should contact CBH Customer Services on 01206 282514, selecting Gas option for any gas servicing or central heating queries. You will be given an option to be put through to Mears. If you need an emergency repair and it is outside office hours, you should still contact this number. You will be given an option to be put through to our emergency out-of-hours centre.

How to recognise Mears staff

MEARS Group logoMears’ distinctive logo will be a familiar sight to residents and it will be clearly visible on vans, uniforms, letters, calling cards and ID badges. All Mears staff will be wearing a uniform of a red polo shirt or sweatshirt and black trousers, all with the Mears logo clearly visible. Every Mears employee entering a resident’s home will also be wearing a Mears ID badge containing the following information:

  • Card ID number 
  • The name of the person
  • A photo of the person
  • Start date and expiry date
  • Confirmation that the person with the ID badge has been approved by Mears and is eligible to work in your home
  • A phone number to call if you have concerns 

You should never let anyone into your home if they do not have a valid Mears ID badge. If you are in any doubt you should call the number on the reverse of the badge to ensure the caller is a Mears employee.

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