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.
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:
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Emergency repairsEmergency repairs are repairs that are essential to protect your health and safety or prevent any serious damage to your home. Emergency repairs include:
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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 24 hours | Urgent 7 days | Routine 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 maintenane is 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.
Fixing leaks
Welsh Water's Cartref project helps customers identify and fix leaks – this can be anything from a dripping tap to a leaky loo, which can waste around 12 litres an hour. Over a day this adds up to 288 litres – nearly two people’s average daily water usage.
Using the easy-to-use postcode checker, you can see if your property falls into one of these areas, and if it does, Cartref can set up an appointment with one of their certified plumbers, completely free of charge.
As part of the service, a number of common leaks can be fixed completely free of charge. Even if the leak can’t be fixed by one of their plumbers, they can give you helpful tips and tricks on saving water and give details of a company who can help you further.
Rechargeable repairs
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.
This applies to repairs only.
Below is a list of repairs that are your responsibility, that we can complete, and how much we charge for each of them:
- Lock Change £100
- Board up a broken window £30
- Unblock a toilet/Sink £30
- Renew double glazed window £125
- Renew front door £1,000
- Renew front door – fire door £1,700
- Renew back door £800
- Renew internal door £100
- Replace toilet £200
- Renew smoke alarm £70
- Replacement key fob £15
- Replace light bulb £50
- Renew worktop (per length) £100
- Renew kitchen cupboard unit £200
- Reset trip switch £60
- Removal of rubbish – costs will be confirmed prior to work being undertaken
These charges are reviewed each year on 1st April
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.