Services we provide:
- Responsive Maintenance
- PVCu Replacements
- Kitchen Refurbishments
- Project Works, i.e.: re-roofing, exterior decorating
Did you know:
- We have a dedicated call centre to receive your calls (01502
523593)
- You can request a repair using our
online form
- The Council currently spends in the region of £8.0 million per
annum on repairs and refurbishment.
- Your Housing Team were rated as providing a good service (Two
Star) service by the Governments Best Value Inspectorate.
- We provide a 24 hour, 365 day emergency service free of charge
to all Council tenants.
We will:
- Offer you an appointment when work can be undertaken to suit
your requirements.
- Call within 4 hours for emergency work.
- Deal with urgent but non-emergency calls within 3 days.
- Deal with most other repairs within 10 days.(some larger
projects will require longer)
- Recharge you for malicious or accidental damage caused to the
property.
You can Help us by:
- Reporting your repair as soon as possible
- Providing as much information as possible with your repair
requests
- Ensuring you are at home on a pre arranged appointment
- Advising us beforehand if you cannot be at home for a pre
arranged appointment
- Obtaining a crime number from the police before reporting any
criminal damage to your home such as broken windows, damaged doors
etc.
- Remaining calm and polite to staff when making your
report
Alterations by Tenants:
Any tenant wishing to make improvements/alterations to their
home must seek written permission from the Council before
commencing any works. Certain improvements will require Planning
Permission before consent can be granted.
Each case will be considered on its own merits, and permission will
not be refused unreasonably. Any work undertaken must be carried
out in a professional manner and to the complete satisfaction of
the Council. Certain work will only be permitted providing that it
is carried out by a qualified tradesperson, such as electrical and
gas works, and copies of invoices for such work may be required on
completion. We will also need to see copies of company
certification for items such as Corgi and NICEIC.
Tenants must bear in mind any alterations that may carry a
maintenance or servicing cost in the future will only be permitted,
providing the tenant is prepared to pay for this service
themself.
In every case, all improvement works will be solely at the
tenant's expense. Should any proposed alteration works require the
removal of a current council installed fixture then permission is
generally granted on the understanding that the improved fixture
remains or the original fixture is reinstated on vacating the
property.
You can get in touch with us by:
Telephone: 01502 523593
E-mail -
repairs@waveney.gov.uk
If you are unhappy:
- You can make a formal complaint via the Council's complaint
procedure
- Advise us via the various satisfaction surveys we carry
out
- Ring and request to speak to the Service Manager of either
Housing or Building to discuss the matter
Frequently Asked
Questions:
What repairs will Waveney District Council undertake to
my Council home?
Generally Waveney District Council is responsible for the
maintenance to:
- The structure and exterior of the building
- The fittings for the supply of water, gas &
electricity
- Heating facilities
- Domestic hot water
- Kitchen cupboards
- Bathroom suite, toilet pan and cistern
- Vinyl floor covering in kitchens and bathrooms
- Smoke detectors and Carbon Monoxide detectors
- Chimneys and flues
What repairs am I responsible for?
- Rotary lines and clothes dryers (excluding sheltered
schemes)
- Gates and fencing
- Damaged vinyl floor coverings/tiles (other than kitchens and
bathrooms)
- TV Aerials
- All decoration inside the property
- Coat hooks, curtain battens and fittings
- Ash pans and open fires
- Internal doors and their associated door furniture
- Toilet seats and covers (excluding elderly and disabled
tenants)
- Lock changes following lost keys or being locked out
- Re-glazing windows and doors where not accompanied by a Police
Crime number.
- Any damage caused by tenants or their visitors
- The maintenance of any additions or improvements you have
made
- Shower curtain replacements
When I have been allocated a Council House, what work
will have been done on it?
Prior to letting any Waveney District Council House the property
will have been inspected for the following:
- Electrical safety
- Gas safety
- Secure windows and doors
- Adequate decorative order
- Kitchen refurbishment or repairs if necessary
- Bathroom and toilet fixtures and fittings
- Garden and outbuildings condition
- Smoke detector (and Carbon Monoxide Detectors where
necessary)
- Safety of stairs and banisters
- Flooring
- Damage and rot in any woodwork
- Cooking facilities
- Meter and stop tap positions
- Provision for tenants appliances
- Aids and adaptations if required.
What should I do if I need to report a
repair?
You can request a repair using our
online form or
Please telephone Waveney District Council Repairs Departments Call
Centre direct on 01502 523593 and explain as clearly as you can
what the problems are. During busy periods you may encounter our
Voicemail service, if you can leave details of the nature of your
repair, your address and telephone number and the fault will be
dealt with or a telephone call will be made to you. Should it be
necessary for you to leave a message on our voicemail system, in
each case we shall call you back to confirm receipt of your
call.
During times when the office is closed please only make repair
requests of an emergency nature, other calls will not be attended
to until normal working hours. When the office is closed please
still use the same number 01502 523593 and an automated advice line
will give you emergency numbers to call.
Will I have to wait long for my repair to be carried
out?
The following repairs will be attended to on the same day of the
call being made:
- Serious water leaks
- Loss of electrical supply
- Blocked drains
- Hot water and heating breakdowns
- Insecure properties
- No water supply (where it is not a water board fault)
- Toilet not flushing ( where there is only one toilet in the
home)
For more routine maintenance problems it may be reasonable to
allow a period of days or weeks for Waveney District Council to
organise the repairs.
You may also request an appointment for works to be carried out.
These are booked in on a morning or afternoon basis.
Some repairs may require a prior visit from one of our
Maintenance Officers to discuss the repair further with you,
identify the fault and undertake any measuring up etc. We may also
make follow up visits after the repair has been carried out to
check that the work has actually been completed and that it is of
an acceptable standard.
What do I do if I suspect a gas leak or have concerns
with gas safety?
Telephone Transco immediately for advice on 0800 111 999. Do not
wait to contact Waveney District Council first if you think that
there may be a gas leak.
What happens if I am out when the Council
visits?
The workman or Maintenance Officer will leave a calling card
with either their name or the name of the company he works for and
a contact telephone number for you to arrange an alternative date
and time for a visit.
Can I undertake any repairs to my Council home
myself?
If you want to make any alteration or improvement to your home
you must notify us in writing that you intend to do so, please
address all requests to:
Repairs Section
Waveney District Council
Rotterdam Road
LOWESTOFT
Suffolk
NR32 2EF
A visit from a Maintenance Officer may be necessary to discuss
the details of the work. A letter of permission from us must be
obtained before any work can go
ahead.