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Repairs to my home
Mears are Medway Council’s main repairs contractor. If you
request a repair, it is most likely that Mears or one of their
subcontractors will attend your home.
To read more about Mears visit
You can report any repair to us 24 hours a day, 7 days a
Repairs are divided into three categories: emergency, urgent and
non-urgent. You will be told which category your repair falls into
when you contact us.
The types of repairs considered to be an emergency are:
- Total loss of electric power
- Unsafe, broken or missing electrical fittings (not simply
- Total loss of gas supply
- A gas leak on the property side of the meter
- A blocked, damaged or defective flue to an open fire or
- Total loss of space heating or water heating (between 1
November and 31 March only)
- A blocked toilet pan, soil stack or blocked foul
- A leak from a water supply pipe, heating pipe, tank or
- Boarding up of a broken window or door
- Loss of heating or hot water in sheltered housing for older
We will respond to an emergency repair within two hours, or
one working day depending on the type of repair. To be classed
as an emergency repair, there must be significant risk to
health and safety, your property or other buildings.
After a repair is reported
If Medway Council is
responsible for the repair you have reported, you will be given an
appointment when our contractor will attend. It is important
to keep to this appointment or the job could be cancelled.
If you cannot make the appointment, cancel or re-arrange a more
suitable time using the contact details above.
If you are not home when
we attend, a calling card will be left advising you to make contact
within 7 days to rearrange the appointment. If we have not heard
from you within these 7 days we will attempt
to contact you again to make another appointment, however
if we are unable to do so, or you miss a second appointment, the
works order will be cancelled and you will need to contact Medway
Council to report the repair again.
Tenants repair responsibilities – rechargeable works
As set out in your tenancy agreement, you have a duty to take
reasonable care of your home.
If you, a member of your household or a visitor causes damage to
the property which is then repaired by Medway Council, you may be
liable to pay the costs of these works, plus an admin fee and
Where possible we will tell you if the repair is
rechargeable when you first report it to us and give an
If you do not tell us the repair is required due to the
action of you, your household or visitor, but this is identified
when the workman attends, you will still be charged for these
You are responsible for decorating the inside of your
If you or a neighbour has caused water damage (for
example, by letting a bath overflow), we have no
responsibility to repair the damage. The person
who caused the damage is responsible for the costs. This is
why it makes sense to have contents insurance.
Find out about the importance of contents insurance on the money
If your decorations are damaged by one of our workmen when
making repairs to the property, we will redecorate
the affected area. This does not mean we will redecorate the entire
wall, ceiling or room. It means we will redecorate the affected
area to match the existing decorations as closely as possible.
We have set out specific repairs
service standards so you know what to expect from us and in
return what we expect from you.