Looking after your home


It's good to know that help is at hand if something goes wrong. Here's everything you need to know about our repairs service, including how to request a repair.

Repairs in your home

Our repairs service covers a wide range of works, especially bigger jobs and emergencies. We have an in-house repairs team with more than 50 operatives and we also work with local contractors for some jobs. 

Some repairs are your responsibility – these are smaller jobs, such as fitting light bulbs or replacing toilet seats.

If you are unsure whether or not your repair is covered by our service you can read more about what is our responsibility – and what is yours – here.

You can also contact our Customer Services team on 0800 218 2247 or email enquiries@wcht.org.uk 

Request a repair

You can report repairs to us 24 hours a day, 7 days a week. 

The easiest and quickest way to request a repair is through an online account – click here to go to your online account or get started. You can use your account to request, view and manage your repairs appointments online, at a time that suits you.

You can email us to report a repair on enquiries@wcht.org.uk

You can also call us any time on 0800 218 2247 – if it’s not during working hours, you’ll be put through to our out-of-hours service. 

When will my repair be carried out?

We'll carry out your repair as quickly as we can. How long it takes will depend on the type of repair you have requested and how much demand there is for that type of job at the moment, as your job will need to be allocated to an operative with the right skills.

It may also be affected by the availability of materials and the time of year – for example, plastering can't be carried out in very low temperatures and roofing work tends to be more in demand in the winter. 

More complex repairs may need to be carried out by local contractors, which can take longer than jobs that can be completed by our in-house team.

We will always give priority to emergency repairs, such as urgent plumbing problems or a loss of heating or hot water.

Current wait times

You can see the current average waiting times for different types of repair below. Please note that these are for guidance only – depending on the circumstances of your repair, it may take longer. Some works are also dependent on the weather conditions. Please be assured that we will carry out your repair as quickly as possible.

Plumbing emergencies (e.g. leaks that can't be contained) – within 24 hours

Non-urgent plumbing – 5 weeks

Carpentry/locksmith* emergencies – within 24 hours

Non-urgent carpentry – around 8 weeks

Plastering – 9 weeks

Electrical emergencies – within 24 hours

Non-urgent electrical work – 3-4 weeks

Guttering (up to two storeys high) – 8 weeks

Fencing (communal/independent living) – within 11 weeks

Small construction works (e.g. concreting, groundworks)  11 weeks

Brickwork – 8 weeks 

Roofing – within 6 weeks 

Flooring – within 5-6 weeks 

Mould wash - 4-5 weeks

Boiler breakdowns & repairs 

Total loss of heating or hot water (winter months) – within 24 hours 

Total loss of heating or hot water (summer months) – 5 days

Partial loss of heating and hot water (summer months)  – 30 days

*Please note that you may be charged for locksmith services.

Aids and adaptations

To help you maintain your independence, we may be able to install mobility aids and adaptations to your home. 

Aids and adaptations works can be quite complex, as we will work with specialist contractors as well as occupational therapists, who can make a referral on the tenant's behalf. 

Please be aware that aids and adaptations jobs may take some time, because these jobs are often complex, expensive and in high demand. However, we will work with you to explain the process and help you make your application. 

Click here for more information on aids and adaptations. 

Preparing for your repair

If you need to change your appointment, please let us know as soon as possible so we can get a new appointment booked for you. 

We'll do our best to complete your repair on our first visit. You can help us by getting ready for our visit and making sure that any areas where we may be working are clean and clear. 

This may involve: 

  • emptying kitchen cupboards
  • removing shelving, mirrors, curtains, ornaments and other loose fittings
  • moving valuables or small appliances from the work area 
  • cleaning items such as toilets before the operative arrives
  • removing any rubbish or pet waste from garden areas 
  • keeping access points such as doors and alleyways clear

Our repairs policy

You can read our full responsive repairs policy here.