Housing Repairs

1 - Responsibilities for Repairs:

These responsibilities form part of your Tenancy Agreement. Failure to comply may result in recharges or tenancy enforcement.

Tenant responsibilities:

• Report repairs promptly and prevent further damage
• Allow access for inspections and legal safety checks
• Keep the home clean and decorated to a reasonable standard
• Maintain gardens, paths and boundaries where responsible
• Replace light bulbs, fuses, plugs, batteries and smoke alarm batteries
• Use drains and toilets responsibly (blockages you cause are rechargeable)
• Look after your own fixtures, fittings and appliances
• Avoid storing flammable items indoors
• Lofts should not be used for storage due to safety and insulation requirements.

Insurance:

We insure the building, not your belongings. You should arrange contents insurance, including flooring, furniture and appliances.

Crystal Insurance Information

2 - Reporting a repair

When reporting a repair, provide the following:

• Your full name, address and contact number
• A clear description of the issue and its location
• Any immediate risks (e.g. water near electrics)
• Times when an adult (18+) will be at home
• Any additional information (pets, vulnerabilities, warranties)

Ways to Report:

Using MyStAlbans:

The MyStAlbans online portal is the quickest and most convenient way to manage your tenancy and repairs. It is available 24 hours a day, 7 days a week, on any smartphone, tablet or computer.

Using MyStAlbans is faster than phoning and gives you a record of your request. If you need help using digital services, contact us for support or alternative arrangements.

With MyStAlbans you can:

• Report a repair quickly and clearly
• Track progress in real time
• Book, change or cancel appointments
• View important tenancy information securely 

MyStAlbans Online

MyStAlbans Tutorials

Other ways to report:

• Email (General Repairs): stalbansrepairs@morgansindall.com
• Email (Heating & Gas): gasandheatingrepairs@stalbans.gov.uk
• Housing Repairs Phone Number: 01727 819256
  • Option 1: Heating repairs
  • Option 2: All other repairs
  • Hours: Mon-Thu: 8:45-17:15, Fri: 8:45-16:45
• All Other Enquiries: 01727 866100
  • Hours: Mon-Thu: 8:45-17:00, Fri: 8:45-16:30, Closed on Public Holidays

Out of hours emergencies:

Call 01727 819256

We will make safe immediately and complete full repairs during working hours. Non-emergencies or tenant responsibility items may be recharged.

Other utilities:

Thames Water Leaks: 0800 714 614
Thames Water Sewers: 0800 316 9800
Affinity Water Emergencies: 0345 357 2407
Gas Emergencies (National Gas): 0800 111 999
Power Cuts (UK Power Networks): 0800 316 3105

3 - Repair priorities (right to repair included)

We categorise repairs to ensure urgent issues are dealt with quickly. If we fail to complete a qualifying repair within the set time, you may be entitled to compensation. We will provide details if this applies.

Emergency repairs:

Attended within 2 hours, made safe within 24 hours.

Examples: Severe leaks, total loss of electricity, unsafe wiring, insecure property, sewage overflow, no heating (winter), blocked only toilet, structural collapse risk.

All other repairs would be deemed to be a routine repair and will be completed within 28 working days. Please consult the Housing Repairs Handbook for further information regarding routine repairs.

Right to Repair (legal duty):

As a Secure Tenant you have the right to certain small urgent repairs being completed within statutory timescales under the Right to Repair (Secure Tenants) Regulations 1994.

Examples include:
Blocked sink, basin or bath: 7 working days
Partial loss of power: 3 working days
Toilet not flushing (if only one in property): 1 working day
Faulty light fitting: 7 working days

4 - What happens after you report a repair

Giving full, accurate details helps us resolve your repair more quickly. If your repair qualifies under the statutory Right to Repair scheme, we will tell you and explain the process. Providing incorrect or misleading information may result in recharges.

We will:

1. Diagnose the problem from the information you provide
2. Book an appointment, or
3. Arrange a surveyor visit for complex issues. 

Appointments and access:

If you miss your appointment, we will leave a card with rebooking details. If you cannot attend, please contact us promptly to rearrange.

Appointment slots:

8am – 1pm - Morning
1pm – 5pm - Afternoon
10am – 2pm - School Run Slot (on request)

Your responsibilities:

• You must allow access for repairs, inspections and safety checks
• We will give at least 24 hours’ notice, except in emergencies
• In emergencies, we may enter immediately to prevent serious harm

Right to Buy:

While a Right to Buy application is live, we only carry out emergency repairs. Routine repairs will restart once you confirm in writing that the application is withdrawn. If you need adjustments (e.g. interpreter, carer present, different time slot), please tell us when booking.

Rechargeable Repairs Policy:

All recharge decisions are made fairly and proportionately in line with Housing Ombudsman guidance. Tenants may request a review.

When we recharge:

• Deliberate damage, neglect, misuse (including by pets/visitors)
• Poor DIY or unauthorised alterations
• Non-emergency call-outs
• Clearance of belongings/rubbish at tenancy end
• Garage misuse or unsafe storage

Exemptions:

• Malicious damage with a crime reference number (within 7 days)
• Domestic abuse, harassment or hate crime
• Forced entry for welfare concerns
• Repeat repairs linked to disability or impairment
• Reasonable wear and tear.

Cost and Payment:

• Full repair cost and + 3% admin fee
• Estimate provided where possible
• Payment options available
• Debts may affect transfers, exchanges or Right to Buy

We will always explain the reason for any recharge before invoicing.

Our service standards (code of behaviour):

When working in your home, staff and contractors will:

• Show identification and arrive on time
• Be polite, respectful and professional
• Explain the work and keep you informed
• Work safely and protect your belongings
• Reconnect essential services where possible
• Clear up before leaving.

They will not:

• Smoke, eat, drink or swear in your home
• Play music or use personal phones
• Leave tools unattended in unsafe places
• Be alone with children.

This Code of Conduct complies with the Council's Equality & Diversity Policy.

We aim to provide a high-quality service. If you are unhappy, you can complain online or by contacting us.

Complain OnlineContact Us

5 - Improvements

Tenant improvements and alterations:

You must obtain written permission before carrying out improvements other than decoration. You can apply for permission for your own improvements quickly via MyStAlbans and completing the ‘Tenant Improvements’ form with details of your proposed works.

Examples include:

• New kitchens or bathrooms
• Showers or extra radiators
• Structural changes (walls, porches, extensions)
• Gas or electrical works
• Laminate or wooden flooring
• Sheds, garages, hardstandings or loft works.

Process:

• Apply via MyStAlbans with drawings, contractor details and materials
• We assess safety, maintenance and impact on lettings
• Some works may need Planning or Building Control approval
• Completion certificates (gas/electric) must be provided.

Planned improvements:

To maintain your home, we carry out an ongoing programme of maintenance and improvement works managed by the Project Group in Housing Services 01727 819333.

Typical works include:

• Cavity and external wall insulation
• Loft insulation
• Window and door replacement
• Roofing
• Door entry systems
• Kitchen and bathroom modernisation
• Boiler servicing and replacement
• Lift servicing

Reimbursements:

In certain cases, when you move, the Council may reimburse some of the costs of approved improvements that have added value to your home. For more information, contact Customer Services on 01727 819256 or download the Home Repairs Assistant document here. 
Planned programmes are identified through inspections by housing surveyors and data from the Council’s Stock Condition Survey, which sets out required works for the next 30 years to maintain homes in good condition.

Energy Efficiency Improvements as part of the Social Housing Decarbonisation Fund:

St Albans City & District Council are working with Correct Contract Services Ltd to carry out improvement surveys over the next year to homes across the District.  These improvements will reduce emissions and make your home warmer and more comfortable. 

These surveys will allow St Albans Council and CCS to identify the measures that will be required to reduce the carbon emissions in your property and make your property more efficient.

Social Housing Decarbonisation Fund Letter to Residents

6 - Safety and Compliance (FLAGED) 

Fire | Legionella | Asbestos | Gas | Electrical | Damp & Mould 

Fire Safety:

The Council carries out regular Fire Risk Assessments (FRAs) in all blocks and shared buildings, maintains fire doors and alarms, and acts promptly on any safety actions identified. 

If there is a fire, get out, stay out, and call 999 immediately. 

Fire safety saves lives 

• Keep communal areas, corridors and stairwells completely clear of personal belongings (no bikes, prams, or furniture).
• Never leave cooking unattended and avoid using chip pans.
• Do not overload sockets or use damaged extension leads.
• Test smoke alarms monthly and replace batteries if needed.
• Store matches and candles safely, out of reach of children.
• Keep escape routes and key access points clear at all times.
• Ensure flat and communal fire doors are always fully closed.
• Report any defects or damaged door closers immediately. 

Legionella (water hygiene): 

The Council carries out regular water-hygiene risk assessments in communal systems, flushes infrequently used outlets, and manages temperature controls in line with Health & Safety Executive (HSE) guidance (L8).
Legionella bacteria can form in standing or stagnant water, especially in shared water systems such as blocks of flats or communal tanks. 

If you notice discoloured water or unusual smells, report this immediately. 

• Run taps and showers for a few minutes after long periods of non-use.
• Keep hot water hot and cold water cold to reduce risk.
• Clean shower heads regularly and report any limescale build-up or temperature issues.
• Avoid tampering with thermostatic controls or plumbing. 

Asbestos: 

Some older homes (built or refurbished before 2000) may contain asbestos. 

• Do not drill, sand, cut or scrape materials such as artex ceilings, floor tiles or old pipe lagging.
• If you’re unsure whether something might contain asbestos, stop work and contact us.
• Report any damaged, flaking or crumbling materials.
• All known asbestos locations are recorded in our Asbestos Register and managed through the Council’s Asbestos Management Plan, which is reviewed annually under the Control of Asbestos Regulations 2012.
• Licensed contractors carry out any necessary removal or encapsulation work.
• Never attempt to remove or test materials yourself – we will always inspect safely. 

Gas Safety: 

If you smell gas, turn off the gas at the meter if safe, open doors and windows, avoid electrical switches, and call 0800 111 999 (National Gas Emergency). 
After National Gas has attended, contact our Repairs Team on 01727 819256 (option 1) for follow-up work. 

We must carry out an annual gas safety check if your home has a gas supply. You must allow access. Failure to provide access may result in legal action under the Gas Safety (Installation and Use) Regulations 1998. At this visit we will service council-owned appliances (e.g. boilers, fires) and safety-check tenant-owned appliances (e.g. cookers). Unsafe items may be disconnected. 

Gas safety protects you, your family and your neighbours. 

Tenants are responsible for the safe maintenance of any personal gas cookers or appliances using a Gas Safe registered engineer. 

Electrical safety: 

If you experience a power cut, call UK Power Networks on 0800 316 3105.

We carry out an Electrical Installation Condition Report (EICR) at least every 5 years, and when tenancies change. Unsafe wiring may be disconnected immediately in line with the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020, which we apply to council housing as best practice. At this visit we will checks cover wiring, sockets, switches and consumer units, and unsafe items will be made safe immediately. You must allow access for testing. 

In an emergency:

1. Switch off power at the mains if safe
2. Do not attempt repairs yourself
3. Call us on 01727 819256
   Option 1 - Heating
   Option 2 - Other electrical
4. Call out of hours on 01727 819256 (Emergencies only)
    

Electricity can cause serious harm if not used safely. 

• Do not overload plug sockets or use multiple extension leads.
• Report any sparking, overheating or damaged sockets immediately.
• Never attempt electrical repairs yourself.
• Keep water away from electrical appliances.
• We also maintain and repair solar-panel systems where installed.
• Switching to LED bulbs and turning off unused appliances can help reduce energy costs and carbon footprint. 

Damp and mould:

Damp and mould can affect your health and damage your home.

We must investigate and remedy damp and mould quickly and keep residents informed in writing until the issue is resolved. If you are unsure what to do, please refer to the Council’s Damp and Mould Policy for further guidance. You can request a copy from the Customer Services team if you are unable to access this online..

• Report any signs of damp or mould as soon as possible – we’ll investigate within 10 working days in line with Awaab’s Law.
• Keep rooms warm and ventilated where possible.
• Wipe away condensation on windows and tiles to prevent mould growth.
• Do not paint over mould – report it so we can treat it safely.
• Keep kitchen/bathroom doors closed when cooking/bathing
• Ventilate rooms daily; use extractor fans
• Running taps and showers after time away
• Wipe condensation from windows and sills
• Leave gaps behind furniture
• Dry clothes outdoors or in ventilated rooms
• Maintain steady heating in cold months
• Use fungicidal wash (free kits available) – do not use bleach

7 - Approved Contractors:

We work with trusted specialist contractors to deliver high-quality repairs and maintenance:

8 - Useful Emergency Numbers

Calls to 0800 freephone numbers may not be free from some mobile phones, so please check with your provider. 

Thames Valley Water Ltd: 

Leak Line: 0800 714 614 

Sewer Related: 0800 316 9800 

Affinity Water: 

24 Hour Line: 0345 357 2407 

UK Power Network:

0800 31 63 105 (Calls from this service are free of charge from a landline)

9 - Housing Publications: 

Key publications can be found below, or you can access all of our housing publications at this link: Housing Publications .