Find out how to report a repair and what information you need to provide. You can also check which repairs are your responsibility and which repairs PCH are responsible for, as well as information on your appointment.
How can I report a repair?
You can report repairs online using our online portal MyPCH.
Call our Contact Centre on 0808 230 6500 (7am to 8pm Monday to Friday). This number is free from landlines, charges from mobiles may vary. Our text phone 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
What information do I 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
What if I have an emergency?
If you have an emergency at any time, call us on 0808 230 6500. We 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.
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.
Which repairs are PCH's responsibility?
Emergency repairs - completed within 24 hours
Emergency repairs are those needed to avoid serious health or safety risks, structural damage or repairs to ensure your home is secure.
Here are some examples of emergency repairs:
- Uncontainable water leak/roof leaks
- Total loss of heating (November to May)
- Dangerous or exposed wires
- Blocked, leaking or damaged toilet
- Blocked or damaged flue or chimney
- No electricity
- Total loss of water
- Report of gas leak or carbon monoxide alarm sounding
Our emergency service is available 24 hours a day, 365 days a year. We aim to respond to emergency repairs on the same day they are reported, but we will guarantee to be there within 24 hours. You will need to ensure someone is home for that 24 hour period to allow access for the repair to be completed. If your hot water fails, we will not respond as an emergency, unless there is a specific health requirement. If a boiler cannot be repaired, temporary electric fan heaters can be provided. Loss of heating will be responded to as an emergency within 24 hours between 1 November and 30 April.
Routine repairs - completed within 20 days
Here are some examples of routine repairs:
- Faulty or dripping tap
- Shower head leaking
- One radiator not working
- Extractor fans not working
- Internal door sticking
- Blocked or broken guttering
- Shed door won’t lock
- Containable water leaks
Planned repairs - completed within 60 days
Here are some examples of planned repairs:
- Concrete and path repairs
- Fencing and gate repairs
- Replacement of windows and doors
- Plastering works
Programmed work includes large refurbishment works across many properties, such as the renewal of kitchens and bathrooms, replacement of windows and doors, heating installations, external re-rendering and painting, electrical testing and asbestos surveys.
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.
We will contact you to arrange an appointment when work is due.
Depending on the type of repair reported, we might need to send a supervisor to carry out a pre-inspection to confirm what kind of repair is needed. We will let you know if this is needed at the time of booking your repair.
Which repairs are my responsibility?
While we will carry out any repairs around your home that are reasonable, some smaller repairs are your responsibility as a resident.
You are responsible for things like:
- Any internal decoration including filling small cracks in plaster
- Repairing and replacing of TV aerials or satellite dishes, unless they’re communal
- Installation and maintenance appliances
- Any damage to the home caused by neglect to the property by a resident or family member
- The replacement of bath and sink plugs, toilet seats, lightbulbs and fluorescent tubes
- Adjusting doors after having carpets fitted
- Washing lines unless they are communal, in which case we will repair and maintain them. We will also repair and maintain post-to-post washing lines.
Remember if you are thinking of carrying out improvements in your home, it is best to check if permission is needed before you start the work. If the work does not meet our alterations policy we could ask you to reinstate it to original or carry out the works ourselves at a charge to you.
It is your responsibility to deal with pests but we will come along to complete any repairs caused by pests once they have been removed.
You are responsible for:
Find out more about pest control.
Rechargeable repairs are repairs or replacements that you’ll be charged for if damaged by you, your visitors or any person living with you.
As part of your tenancy agreement, you’re responsible for looking after your home. Sometimes we may have to give you a reasonable deadline to sort any problems or repairs to a good standard. Otherwise we may carry out the work and recharge you for the costs of that repair. This includes:
- A repair that is needed due to deliberate damage or neglect
- Failure to carry out a repair that you’re responsible for
- Alterations that have been carried out by you without permission
- Repeated missed appointments
If we do have to complete a repair that you’re responsible for, you may be required to pay in advance. We will give you an invoice on completion. If you are unable to pay the cost in full, we’ll be happy to help you arrange a payment plan where appropriate.
My repair appointment
Monday to Friday (excluding Bank Holidays)
- All day appointments: 8am to 5pm
- Morning appointments: 8am to 12pm
- Afternoon appointment: 12pm to 5pm
- Avoid the school run appointment: 10am to 2pm
By special arrangement, you can also make one of the following appointments:
- Evenings: 5pm to 8pm
- Saturdays: 8am to 5pm
We will send you a text message to confirm the appointment. We will also send a reminder the day before your appointment. After the work has been carried out we will text you to ask if you were happy with the service provided. Responding to the survey will be charged at your normal network rate, however it may not be included in your free text bundles.
If you’re out at the time of your appointment, our operative will leave you a card advising that you’ll need to contact us to make a new appointment. If this work is for your safety, we will attempt to rebook this work with you. Repeatedly missing appointments may result in you being charged.
If you are unable to keep an appointment for any reason, please contact us to rearrange.
Identification and safety
You can always ask to see a PCH employee or contractor’s ID badge. If they refuse to show you their ID card or they don’t have one, do not let them into your home and call the Contact Centre immediately to let them know.
If you require further security measures please call the Contact Centre. Please note, there must be someone aged 16 or over in your home when we attend to carry out a repair. Where there are health and safety documents to sign, we may require someone aged 18 or over to be present.
Second-hand smoke or passive smoking is harmful to people’s health and we ask you to keep your home smoke-free when we visit you.
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 find out more about adaptions, home improvements and alterations, visit Making changes to your home.