You can report a repair 24/7 over the phone or by email.
Emergency repairs must be reported to us by calling 0191 278 7878.
We’re currently developing the My Account portal to improve how you can book and manage your repairs online. We are sorry we are unable to receive repair reports online while the work is being carried out. Please contact us by email or phone to report your repair.
Before you report a repair, you should ensure that the repair is not your responsibility.
If you would like us to carry out a repair that is your responsibility, or if you have damaged the property, you may be charged for the cost of the repair.
Under your tenancy agreement you should carry out minor works yourself. This includes:
It could also include supplying and fitting things like:
If you plan on making any changes to your home then you may need to contact us to request permission before work is carried out. To find out more, please visit our page on making changes to your home.
We can carry out both internal and external repairs to your home. These include:
Internal
External
To ensure we meet the needs of all our tenants, we prioritise and allocate work dependant on the type of repair, severity of work and health and safety risk to you.
Emergency repair
These are repairs which, if not attended to, could put the health, safety or security of you, the property, or anyone else at immediate risk. We will aim to respond to emergency repair requests and make the property safe within 24 hours.
Where possible, a full repair will be carried out. If this is not possible, we will make the property safe and arrange with you to return and provide a permanent fix at a mutually convenient time during core working hours.
Routine repair
These are repairs to defects which will not seriously interfere with your comfort and convenience. We will complete to these repairs within 28 working days.
Exterior repair
These are repairs to defects which do not interfere with your comfort and convenience and are to the exterior of your property. We will aim to complete these repairs within 40 working days where possible.
Planned improvements
We invest in the properties we manage to maintain the quality of your home. Work is planned in line with our capital investment programme and includes:
• Replacement programmes: new bathrooms, new kitchens, new boilers, roofing programmes, external doors/windows, and fire doors
• Environmental programmes: new driveways, railings, turfed areas, planting.
• Communal upgrades in our multi storey and midrise accommodation.
We may carry out repairs that are outside of our responsibilities and the cost of these will be recharged to you as outlined in your tenancy agreement. This could be if:
• A repair is required because of your neglect or damage (accidental or otherwise) including damage caused by any member of your family, pets, or visitors.
• A repair is needed following work carried out by you that is not to an acceptable standard or presents a health and safety or security risk.
• The need for repair has been caused by a criminal act and you have not supplied us with a crime reference number.
Rechargeable repairs will be assessed on a case-by-case basis, and we will consider any tenant vulnerability or safeguarding issues. This will also be with the offer of appropriate support.
Complaints and Right to Repair
As tenants, you have the Right to Repair which relates to repairs of less than £250. That means that you can request certain qualifying repairs to be completed within certain timescales. Please see Appendix 1 for a list of qualifying repairs and their timescales.
You can make a complaint or pay a compliment about staff or services at any time. The full complaints policy can be found on our website, or you can contact us here:
In writing to: Customer Experience Team, Floor 4, Newcastle City Council, Civic Centre, Barras Bridge, Newcastle, NE1 8QH
Telephone: 0191 278 8600
E-Mail: Housingcomplaints@newcastle.gov.uk
Using our online form which can be found on our website
The Right to Improve
If you would like to make improvements to your home, you must check with us first. We will consider each application on a case-by-case basis and permissions will be granted or declined following an inspection and assessment carried out by one of our surveyors. You must not begin any work without first obtaining our written permission.
You can contact your local housing office or look at our website for more information: Making changes to your home | Newcastle City Council
We are aware of housing disrepair claims companies targeting tenants across the country, promising compensation for repairs issues. These ‘no win, no fee’ arrangements often turn out to be nothing of the sort, with charges buried in lengthy legal contracts. Tenants can be charged thousands of pounds if they leave the agreement, and even if successful, the payment to the tenant can be quite small compared to the solicitor’s costs.
If the claim is unsuccessful, tenants can be liable for their landlord’s legal fees, which could total several thousands of pounds.
If you are approached by a disrepair claims company, please be aware of the risks involved.
Give feedback and let us know if this page was helpful