To report a repair, please contact our Tenants' Advice and Repairs Service on (0116) 2527007 and a member of our team will book an appointment for you.
The repair will be placed into a category - depending on what needs doing and how urgent this is.
If the repair team needs to get into your home to do the work, you will be offered a morning, afternoon or evening appointment:
Morning appointments are between 8:00am-12:00pm
Afternoon appointments are between 12:30pm-4:00pm
Evening appointments are between 4:00pm-8:00pm
Before your appointment date, we will send text messages to your phone as a reminder. We will do this 5 days before the appointment, then 3 days before the appointment. We will also text you on the day of the appointment to tell you that a member of staff is on their way.
At that first visit, the operative will inspect the problem or fault. If possible, the repair is carried out at that time. If not, arrangements are made to order the right materials or equipment needed for the work.
When the materials are available a second appointment is made (if access to the home is needed) and the work is carried out on that date.
Once an appointment has been made, it is important you are at home when the worker calls. If you are not in, the job will be cancelled. The worker will leave a green cancellation card and you will be sent a letter confirming the cancellation. If the work is cancelled and you still want it doing, you need to contact us again and arrange another appointment. Please quote the job number on the cancellation card when you call.
Female Operatives
For women who would prefer not to have men working in their homes (for example because they have suffered domestic violence in the past) we will make every effort to use female operatives to carry out the repair. Customers can request this when reporting the repair.
Access to your home
Officers from Housing Services, and any other person authorised by the City Council, may at some time need to get into your home. For example, access may be needed to inspect the state of a repair or to carry out repairs to your home or to an adjoining property. Under your tenancy agreement you must allow them access to the premises at any time between 8:00am and 8:00pm, and at any other time in an emergency. We will give advance notice whenever we can.
Security
All City Council employees carry official identity cards that include their photographs. You are strongly advised to ask to see their card before allowing anyone claiming to work for the City Council into your home.
Sometimes work is carried out by contractors employed by the City Council and they will also have identity cards. Contractors should also be able to give you the name and phone number of a council officer you can contact to check they are genuine.
If you are in any doubt about the identity of a caller do not let them in. Ask them to call again later, so you have time to check them out. Contact us to check the caller's identity.
'Cowboy' builders
Do not ask any builders who call at your door looking for work to do repairs for you. They may not be trustworthy. It's far better to contact two to three reputable firms and ask them to quote for the work.
Moving furniture and carpets
The City Council requires you to move any white goods or furniture and to lift carpets or laminate flooring (if access to the floor is required) to allow repairs to be done. Carpets and laminate flooring are supplied and fitted by tenants and are your responsibility. If they need to be lifted to carry out a repair, we cannot be held responsible. You are responsible for making sure furniture, carpets and laminate flooring are moved out of the way, ready for the work to be done.
Customer Care
We do our best to provide a quality service for all our customers. To help us monitor how well we are doing we carry out regular customer satisfaction surveys. Two in ten jobs we do are followed up with a questionnaire, asking about:
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Whether the worker showed their ID badge when they first arrived
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Whether they were polite, helpful and friendly
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Whether they protected the carpets, furniture and decorations, if necessary, before they started work
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Whether they left everything clean and tidy
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The time it took to complete the repair work
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The quality of the work carried out
Complaints
If you are not happy with the service we have provided, please contact us. If you are not satisfied with the action taken as a result of your complaint, please write to:
Departmental Complaints Officer
Leicester City Council
Ian Marlow Centre
Blackbird Road
Leicester
LE4 0AR
