Report a repair using our online form and provide as much detail as possible. If you need to report a defect in a new build home, please report this using our defect form.
-
Gas
If you smell gas, please call the National Gas Emergency Service on 0800 111 999
-
Gas
Report any gas central heating repairs directly to Liberty Gas on freephone 0800 328 4322
-
Water
If you have an external property water leak, or any water emergency call 0800 052 0130
-
Water
If you have a water leak, check your tenancy pack for your stopcock location and turn it off straight away to prevent damage
-
Water
If you have sewer flooding or sewerage emergencies call 0800 085 3968
-
Water
You can report leaks, low pressure, blockages, odours and more via the Welsh Water website
Who’s responsible for what?
We may charge you to repair any problems or damage caused by you; for example, if you lose your key or break a window. These are called rechargeable repairs.
Examples of rechargeable repairs:
- Broken windows
- Loss of keys
- Replacement key fobs
- Broken sanitary ware (i.e. toilets, sinks)
- Damage to internal doors
- Where work is requested as an emergency and no access is available when contractors call within three hours
- Broken smoke alarms
- Damage to kitchen worktops or kitchen units
- Damage to external doors through forced entry
Emergency repairs
Emergency repairs are repairs that are essential to protect your health and safety or prevent any serious damage to your home.
Emergency repairs include:
- Gas servicing
- Electrical servicing
- Gas leaks
- Carbon monoxide alarm alerts
- Burst water pipes
- Blocked toilet when sole toilet in dwelling
- Lift failure
- Unstable brickwork
- No electricity
- Broken windows
- Loss of all heating
- Bad roof leaks
- Securing the property following incidents of racial harassment, fire, domestic violence or police activity
- Where a situation arises which is clearly an emergency because of the contract holders circumstances (e.g. newborn baby, disabilities, support needs etc)
Repair timescales
Target times for repairs depends on their risk and urgency. We will attend or respond to repairs within the times below, unless otherwise stated.
Emergency Urgent Routine
24 hours 7 days 28 days
What’s the difference between a repair and planned works?
Reactive replacement is usually smaller scale repairs to your home, such as a broken window handle or leak in either the kitchen or bathroom. When we attend, these repairs are usually completed within a few hours.
Planned works are bigger, full replacements in your home, such as kitchen and bathroom replacements, full roof replacements, boiler replacement, full home windows and door replacements. This type of work tends to take longer than a few hours and will often take a day or more to be completed when we attend.
Each week, several tenants contact us asking us to undertake repairs in their homes that are not our responsibility.
You can find a company or qualified person to complete the works that are your responsibility.
To check who is responsible for which type of repairs please see our Looking After You Home Document.
From February 2025, if we complete repairs that are your responsibility we will be charging you for this service. If repairs are your responsibility, you should find a suitably qualified person to complete them. If you cannot do so, please get in touch.
Who’s responsible for what?
We may charge you to repair any problems or damage caused by you; for example, if you lose your key or break a window. These are called rechargeable repairs.
Examples of rechargeable repairs:
- Broken windows
- Loss of keys
- Replacement key fobs
- Broken sanitary ware (i.e. toilets, sinks)
- Damage to internal doors
- Where work is requested as an emergency and no access is available when contractors call within three hours
- Broken smoke alarms
- Damage to kitchen worktops or kitchen units
- Damage to external doors through forced entry
Click here for a full list and more information.
There are times when these charges may be allocated to you without your choice i.e. if we have been unable to agree with you regarding rubbish removal and we must take enforcement action. In these cases, the cost will be added to your balance owed on your account with us.
The person you are making the booking with will be able to discuss the options with you. If you choose for Hafod to undertake these works, you will be asked to sign a disclaimer form saying you agree for Hafod to carry out the work and that you are responsible for paying the charge for the work. This will be payable via Allpay.
In the future, we will be offering a pay over the phone option, where we will request payment in advance at the time of booking wherever possible.
Click here to download our recharge policy.