If your home needs repair work you must report it immediately. We will carry out most of the repairs but some are your responsibility.
If you give us your mobile number when you request a repair, we can text you reminders and a survey. Responding to the survey will be charged at your normal network rate, however it may not be included in your free text bundles.
How can I report a repair?
Call our Contact Centre on 0808 230 6500 (7am to 5pm Monday to Friday). This number is free from landlines, charges from mobiles may vary. Our textphone number for the deaf and hard of hearing is 07899 848886. Outside these hours your call will be diverted to our out-of-hours service.
At our Head Office at Plumer House or in our City Centre shop in Frankfort Gate.
Plymouth Community Homes
All day appointments: 8am to 5pm
Monday to Friday (excluding Bank Holidays)
Morning appointments: 8am to 12pm
Afternoon appointment: 12pm to 5pm
Avoid the school run appointment: 12pm to 5pm
By special arrangement, you can also make one of the following appointments:
Evenings: 5pm to 8pm
Saturdays: 8am to 5pm
What if you have an emergency?
If you have an emergency at any time, call us on 0808 230 6500. A duty officer will arrange to carry out an emergency repair until a full repair can be arranged. Completion of the repair will be carried out during normal working hours.
From time to time you may have an emergency - here's what to do.
Gas and carbon monoxide emergencies
If you smell gas and think you have a gas leak or are concerned that carbon monoxide fumes are escaping from a gas appliance phone 0800 111 999 immediately and follow their instructions.
If you have no display on your electric meter please contact your energy provider in the first instance.
If other properties in your street have also lost power please call 105 to report the power outage to the National Grid.
Exposed cables or water on electrics is potentially very dangerous, so please turn off your supply immediately at the fuse board.
Water leaks and emergencies
If you have a leak from an appliance (like a dishwasher or washing machine) or your plumbing (toilet, bath or pipework), then you can turn off the water supply using either the stop tap or the isolation valve. We’ve got a handy video called ‘How to isolate your water supply’ on our YouTube channel that will guide you through this process.
If the leak is particularly bad or you can’t turn off the water supply, then you can try to limit the damage in the following ways:
• Turn off all electricity at the fuse board.
• Turn on the taps in your house to release pressure in the water system and reduce the amount of water that sprays out of the leaking pipe or appliance.
• If you can, put buckets under the leak to catch the water. Not only will this help to limit damage to your home, but it will also help you to see whether the leak is getting worse.
If you can see water leaking from the joints of your internal meter contact South West Water on 0344 346 2020.
Some repairs are your responsibility. For a full list of repairs to help you work out which are your responsibility and which are ours, please refer to our Maintenance and Repairs leaflets in the related documents section on the right of your screen.
What information do you need to provide?
- Your name and address
- When you can provide access to your home so an appointment can be made
- A daytime phone number – this can be a mobile so that we can contact you to arrange to inspect or carry out the repair
- As much information about the repair so that we can arrange for the most suitable tradesperson
Our service standard
When dealing with repairs to your home the repair worker will:
- carry and display proof of their identity
- not smoke in your home
- be suitably dressed
- be tactful and polite
- respect your privacy and personal belongings
- use dust sheets and minimise disturbance to you
- arrange with you for the use of any services required
- try to avoid leaving an unfinished job and advise when they will return
- not leave equipment or materials in a dangerous or inconvenient position at your home
- arrange to remove any rubbish at the end of the day
To ensure we offer the most simple and flexible service, we've broken down repairs into three categories: emergency, routine and planned.
Here are some examples of the different types of repairs and the categories they will fall under:
Uncontainable water leak
Faulty or dripping tap
Dangerous or exposed wires
Internal door sticking
Blocked, leaking or damaged toilet
Blocked or broken guttering
Containable water leaks
Report of gas leak or carbon monoxide alarm sounding
One radiator not working
Total loss of heating (1 November to 31 March)
Total loss of heating (1 April to 31 October)
Concrete, path repairs
Fencing, gate and repairs
Replacement of windows and doors
When you become our tenant, you enter into a contract with us. As part of the contract (the tenancy), we will arrange to carry out most of the repairs to your home.
By law we must keep the structure and outside of your home in good repair, and maintain installations in your home which supply water, electricity, gas and drainage.
Some work to your home is carried out on a regular basis, called Cyclical and Planned work. This includes work like:
- painting the outside of homes
- servicing any gas appliances we have fitted
We will contact you to arrange an appointment when work is due.