You can request a repair from us at any time of day, 7 days a week. Repairs are attended by our contractors Mears and are split into emergency, urgent and non-urgent repairs. Find out more about our repair response times.

Telephone: 01634 333 601 or freephone 0800 073 0073.

Email: housingrepairs@medway.gov.uk

For more information visit the Mears website.

About emergency repairs

To be classed as an emergency repair, there must be significant risk to:

• health and safety
• your property
• other buildings.

Emergency repairs include:

• complete loss of electrical power
• unsafe, broken or missing electrical fittings
• complete loss of gas supply
• blocked, damaged or faulty flues to an open fire or gas appliance
• complete loss of heating or water heating (between 1 November and 31 March only)
• blocked toilet pans, soil stack or blocked foul drain
• leaks from a water supply pipe, heating pipe, tank or cistern
• boarding up broken windows or doors
• loss of heating or hot water in homes for independent living.

Response times for repairs

Emergency repairs

We'll attend within 2 hours to make sure that no one is in danger, but the repair may not be completed at that time. The 2 hour deadline also applies to all out of hours call outs. A follow up visit may need to be arranged by the contractor to complete the repair.

Urgent responsive repairs

Repairs will be started and completed within 5 working days, unless agreed otherwise with us. 

Routine responsive repairs

Repairs will be started and completed within 20 working days, unless agreed otherwise with us. 

Major works repairs

Repairs will be started and completed within 45 working days, unless agreed otherwise with us. 

Once a repair is reported

If you miss or cannot keep your appointment, you must contact us to rearrange the visit within 7 days or the job will be cancelled.

We'll leave a calling card if you are not in when we arrive.

If we do not hear from you in 7 days we will contact you to make another appointment.

If we cannot make another appointment, or you miss a second appointment, the job will be cancelled.