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Repairs Reporter

This online Repairs Reporter is quick and easy to use and sends us an email containing all your details instantly, this is monitored during normal working hours from Monday to Friday and is the same if you email us.

If your repair is an emergency just call 0300 123 5522* (24 hours a day) to reach our friendly and helpful staff.
*03 numbers are charged at local call rates from both landline and mobile phones and will be included in any free minutes you may have.

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.

When you request a repair we'll offer you the choice of a morning or afternoon, an all-day appointment, appointments that avoid the school run, evening appointments up to 6.30pm on weekdays or a Saturday appointment up until 12noon.

When is a good time to call?

  • 8am to 10am and 12pm to 3pm – BUSY
  • 10am to 12pm – NOT AS BUSY
  • 3pm to 4pm – GETTING QUIETER
  • 4pm to 6.30pm – QUIET PERIOD

Repairs will be completed by City West Works within the agreed timescales

  • 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 for our older customers or households with a baby. See also our service standards and our performance and results from our customer satisfaction surveys.

To check the progress of repairs sign up to iHousing which gives you access to view your rent statements online and check the progress of repairs or email us.

Remember some repairs are your responsibility, these are outlined in the ‘looking after your home’ section of this site.

Please note - An adult must be present to allow our operatives access to your property.

During extreme weather conditions advice

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.

More Winter tips and advice