About home repairs
You can request a repair from us at any time of day, 7 days a week. Repairs are attended by our contractors and are split into emergency, urgent and non-urgent repairs.
Telephone: 01634 333 601 or freephone 0800 073 0073.
Email: housingrepairs@medway.gov.uk.
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, where there are vulnerable tenants (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
Mears
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
Major repair works (such as renewing a complete set of stairs) will be started and completed within 45 working days, unless agreed otherwise with us.
Once a repair is reported
An appointment will be scheduled with you to carry out the repair.
If you cannot keep your appointment, you must contact housing repairs to rearrange the visit before the original appointment date.
If you miss the appointment, we will leave a calling card if you are not in when we arrive. If we do not hear from you within 7 working days, any non-health and safety related works will be cancelled.
Swale Heating
Emergency repairs
Requires attendance to make safe (to prevent threat to life or limb or damage to property) within 4 hours and where possible complete on the first visit, with completion of follow-up work to make good within 24 hours.
Urgent responsive repairs
Repairs will be started and completed within 5 calendar days, unless agreed otherwise with us.
Routine responsive repairs
Requires completion within a maximum of 28 calendar days.
Find out more information on gas servicing.