Report a repair

It is important that you report any issues or problems to us so we can take the necessary steps to repair the problem.

If you have an account, report your repair by logging in to My Account. If you do not have an account, set up an online account. You will need your tenancy reference number.

Alternatively, you can talk to us using webchat or email for responsive repairs during office hours, giving as much detail about the repair/problem as possible.

If you are having problems with a Worcester boiler, please watch these helpful videos below:

How to thaw a frozen condensate pipe safely and prevent frozen pipes in the future

How to repressurise your heating system using your boiler's internal filling key

How to bleed a radiator

If you smell gas

Call the national gas emergency number: 0800 111 999

  • DO NOT smoke or strike any matches
  • DO NOT turn electrical equipment or switches on or off
  • DO NOT interfere with, or repair gas equipment yourself
  • DO put out all naked flames
  • DO open doors and windows
  • DO keep away from the affected areas
  • DO if possible turn off the gas at the meter

Emergency repairs

If you have an emergency repair (immediate danger to your safety, or that of your property) please call us immediately on 0800 561 0010.

Examples of an emergency repair could include:

  • No heating or hot water
  • Total loss of water
  • Uncontainable leaks or leaks affecting electricity supply
  • Unsecure door or window
  • Unsafe or dangerous structures or fittings

When we will visit you

We will assess the repair within 24 hours. Anyone from Newark and Sherwood District Council who visits your home will carry an ID badge. Make sure you ask to see this before you allow anyone into your home.

If you are a bit unsure, just give us a call on 0800 561 0010. We would rather you check before letting anyone in.

We will always clear up after ourselves and we might ask you to take part in a survey so we can also be sure we are providing a good service.

Responsive Repairs Priority System Trial

Following the outbreak of Coronavirus, as of Monday 13 July we will be resuming our responsive repairs service to include routine and planned work and its associated timescales, in addition to continuing and prioritising emergency repairs.

We will be trialling a new way of working over a period of three months to provide you with a better customer experience and a more flexible approach to responsive repairs. This will also help with our new safe systems of work practices, which protect both our tenants and the operative and may increase the time it takes to complete a repair.

We now have longer lead-in times on our materials, as some materials cannot be sourced, or others are taking longer as manufacturers start to open again.

We are still working our way through the backlog of non-emergency repairs that has built up during the lockdown. We appreciate your patience with us.

More information on the new way of working trial can be found in the briefing document on responsive repairs trial July 2020 (PDF File, 219kb) (PDF File, 219kb).