Repair and maintenance


It’s important for your home to be well-maintained so that you and your family remain safe, healthy, warm, dry and comfortable.

It can also help to reduce your household running costs if your home is kept in a good state of repair. The following sections tell you what you need to know about how we can work together to look after your home.

Repair obligations

C&C’s Repair Team manages repair works for:

  • The structure and fabric of your home i.e. roofs, walls, external doors, window frames, plaster work, drains and gutters
  • The services and fixtures and fittings within your home that have been installed by C&C or where C&C have accepted responsibility i.e. water, gas, electricity, baths, sinks, toilets, heating and water heating
  • Communal areas i.e. common entrance doors, entrance halls, stairs, landings, lifts, communal TV aerials, shared gardens, parking areas and entry phones

You are responsible for a number of repairs to your property, which we can carry out (subject to change). When you request a specific repair, we will discuss this with you.

Read more about repair charges. You can also see our chargeable repairs' procedure for more information. Non-urgent repairs can be reported via our report repair form.

Emergency and urgent repairs

To report an emergency or urgent repair, please call our Service Hub on 0207 522 9300. If your report is outside of standard office hours Monday-Friday 9am-5pm, the call should automatically redirect to our emergency hotline.

Emergency Repairs are defined as something unexpected and could cause danger to health, safety, or serious damage and destruction to property.

Examples include:

  • Total loss of power
  • Carbon monoxide detector sounding
  • Gas leak (call 0800 111 999 immediately)
  • Burst pipe, flood or severe storm damage posing a health and safety risk
  • Unsafe electrical fittings
  • Blocked main drains causing upsurge of waste water into wash-hand basin, bath, sink
  • Total loss of heating for elderly or vulnerable* residents during the period 1 October - 31 March
  • Total loss of hot water for elderly or vulnerable* residents
  • Failure of lift (where there is only one lift)
  • Total failure of communal lighting

Urgent repairs are defined as materially affecting your comfort and may be causing some damage to the building fabric. In certain circumstances, these could be treated as emergencies.

Examples include:

  • Minor plumbing leaks or defects
  • Blocked second toilet
  • Defective cistern or overflow (pouring not dripping)
  • Total or partial loss of hot water/heating
  • Partial loss of electricity
  • Taps which cannot be turned off
  • Roof leaks
  • Faulty door entry systems
  • Trip hazards
  • Damage to stair treads or handrails/banisters in communal area or for elderly/vulnerable* residents

*Vulnerable includes disabled residents, those with incapacitating illness, children under one years' old.

Looking after your home

Damp can often be treated and prevented - there are a few simple signs to look out for to help stop it becoming a problem. Find out more in our Preventing damp and mould leaflet.

Aids and adaptions

All aids and adaptations are intended to help you stay in your home and lead as independent a life as possible. We understand that every situation is unique, and we tailor our approach to meet your individual needs.

Fitting aids and adaptations can mean either minor or major work to your home. Minor work includes things that can be done quickly and simply without disruption to your lifestyle and routine. In some cases, you may be able to do this yourself. Major work takes longer, is more expensive and is likely to cause some disruption so it needs to be carefully planned.

Minor aids and adaptations

These include:

  • handles
  • rails
  • banisters
  • poles
  • steps
  • lever taps
  • smoke alarms
  • WC paddle levers

If you think that your needs fall into this category, you can contact us and ask for help with aids and adaptations.

Major aids and adaptations

These include:

  • ramps
  • stair-lifts
  • through-floor lifts
  • bathroom-shower conversions
  • door widening
  • improvements to access
  • drop-down kerbs

If you need a major adaptation, we will support you to access the relevant Occupational Therapy department in your county, borough or district.

Are you having trouble paying your rent?

Staying on top of your rent can be difficult.

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