Request a repair
Requesting repairs is easy. Just call 0300 123 5522 to reach our friendly and helpful staff. Alternatively, use our online reporting tool, it is quick and easy to use and sends us an email containing all your details instantly. The online facility is monitored during normal working hours from Monday to Friday. Also call 0300 123 5522 to request an emergency repair 'out of hours' (before 8am or after 6.30pm on weekdays and at weekends before 8am and after 12noon on Saturdays).
Customers who are deaf, hard of hearing or have speech difficulties and have access to a minicom can contact the Service Centre on 605 7705 (Please note, normal voice calls cannot be accepted via this number).
You can now request a repair through our Looking Local Digital TV service and Smartphone app. Click here for information on how to access these services.
Please note - An adult must be present to allow our operatives access to your property.
Depending what your repair is, repairs will be completed by our in-house team within the timeframe stated below:
- Emergency Repairs same-day response
- Out-of-hours repairs within 2 hours
- Urgent Repairs within 3 working days
- Routine Repairs within 10 working days
- Planned Repairs within 21 working days
- Batch Repairs within 100 working days
City West promise to complete repairs in the times set out above and where possible, we will try to complete the repair even sooner. Homes with vulnerable customers like the elderly and babies will be our priority.You can email us to check the progress of a repair. You can also sign up to iHousing which gives you access to view your rent statements online and check the progress of repairs. Your repair request will be dealt with by a member of the Service Centre team and an advisor will contact you.Remember some repairs are your responsibility, these are outlined in the looking after your home section of this site.
During extreme weather conditions please note the following:
Gas central heating repairs
We receive a huge increase in repairs being reported for gas central heating. Our partners, Liberty Gas, employ additional engineers in an attempt to meet our response times. However, due to the sheer volume of repairs it is difficult to keep up with the demand. Where possible Liberty will attend within 1 day but adverse weather has an effect on these response times. Please be assured that we are dealing with all your requests as urgent and Liberty will endeavour to reach you as soon as possible.
We also have some helpful advice should your boiler condensate pipe freeze in the winter months.
Astraline, our out of hours contractor, experience up to a 250% increase in calls during periods of bad weather. This will mean it may take longer for your call to be answered but also due to the increased workload and travelling conditions it may result in the tradesman taking longer to reach you. Please be assured that following your initial call the tradesman will be despatched to you as soon as possible and you should not need to make a further call. Your patience would be greatly appreciated during these busy periods.
