Visit Durham Key Options
Register Login

Report A Repair

Repairs during coronavirus

Due to the coronavirus crisis, we are now carrying out emergency repairs and, in some cases, urgent repairs which, if not dealt with promptly, may result in an emergency. This means that we will be carrying out repairs that are critical to the safety of our customers or repairs that will prevent significant damage occurring to your home if not carried out quickly.

An example of an emergency repair could be:

  • Water from leaks affecting electrical sockets/light fittings etc
  • No power anywhere in home
  • Carbon Monoxide alarm sounding
  • Uncontainable pipe leak/burst
  • Insecure external door
  • Repairing a stairlift (this can be done safely even if you are social distancing for 12 weeks)

An example of an urgent repair could be:

  • No heating and hot water
  • Insecure window (ground floor)
  • A damaged staircase (including handrails or banisters)
  • Blocked WC or drains

If you smell gas, please contact Transco immediately on 0800 111 999 and they will come to your home to make it safe.

Emergency repairs

0800 587 4538 0800 587 4538

If your repair is an emergency, please call our 24 hour response team.

Log a repair

Log a repair Log a repair

You can log all of your repairs securely by clicking on the button above.

Track a repair

Track a repair Track a repair

Not sure of an appointment date? Log in and check your appointment details above.

Tenant repair responsibilities

Whilst our repairs service covers the majority of faults that may occur in your home, there are some that are not covered and that you should have carried out yourself. These include:

  • Plugs and toilet seats
  • Shower heads and hoses
  • Door bells (unless part of door entry systems)
  • Clothes posts or lines
  • Plumbing of washing machines or dishwashers
  • Installation/disconnection of cookers and other electrical appliances
  • Electrical plugs, fuses, light bulbs, fluorescent tubes
  • Additional bolts or locks to doors, outbuildings and gates
  • Replacement of lost or stolen keys
  • Repairs to internal doors and ironmongery
  • Treatment of pests and vermin (not including rats inside the home)
  • Decoration (including filling in small cracks and holes)

Why are requests for repairs prioritised?

We aim to carry out all our repairs within a reasonable timescale, but also need to retain some capacity to attend to your more urgent situations much quicker. We do this by separating our repairs into four categories; emergency, urgent, routine and scheduled. This enables us to achieve the correct balance and ensures that we help customers suffering the most disruption or those at risk sooner.

Emergency repairs

Work that needs to be attended to and rectified within 4 hours. These are repairs that need to be carried out to avoid serious danger to health and safety, or where a failure to carry out the repair could cause extensive damage to the buildings and property.

Urgent repairs

Work that needs to be attended to and rectified within 5 working days. These repairs that can cause disruption or significant inconvenience, and repairs which may worsen or affect your health if left for longer periods of time.

Routine repairs

Work that needs to be attended to and rectified within 10 working days. These are day to day repairs causing some levels of disruption or inconvenience to you, and which are unlikely to significantly worsen.

Scheduled repairs

Work that needs to be attended to and rectified within 25 working days, involving repairs that cause minimal disruption or inconvenience to you or which may be grouped together.