There are many ways to contact us to report a repair: 

• call 0800 408 0000 (including for out of hours repairs) 
• contact us through the MyCBH portal 
• write to your local housing office (see locations here) 
• talk to your Housing Support Officer (if you live in a sheltered scheme) 

When you report a repair, please tell us the following details:

• as much information as possible about the repair
• what has happened as a result of the problem
• when we are able to visit you to complete the repair
• your daytime phone number, if you have one

Once you have contacted us, we will prioritise your repair and you will be offered an appointment to suit you, either morning or afternoon.

Our repairs team carries out work in your home between Monday and Friday, 8am to 4pm. You can report a repair through our contact centre, which is open Monday to Friday 9am to 5pm.

Out of hours repairs
If your repair is an emergency and you require assistance outside normal working hours as shown above please call: 0800 408 0000.

Please remember that you may be charged for the cost of the call out if you misuse this service.

Caller identity cards
All CBH staff carry identification so please ask to see it. If in any doubt at all please do not let them in, contact us on 0800 408 0000 or the police. Gas, electricity and water company representatives carry similar identification. They should also have an official form (or job sheet) with them. If in doubt, do not let them in.

To make sure we carry out your repairs as quickly and as efficiently as possible and that we complete the highest priority repairs first, we place repairs in the following categories:

Category 1 – Emergencies

Category 1: emergency repairs are situations where people are in danger or the home could be seriously damaged. In these cases we aim to get to you as quickly as possible.

Emergency repairs of a serious nature or where the health of elderly, disabled or vulnerable people could be affected will be attended within two hours. Situations may include:

• A pipe leak causing serious damage
• A blockage where raw sewage is overflowing into a home
• Electrical faults where there is a danger of fire or injury
• Blocked toilet pan or a toilet which cannot be used (if there is only one toilet in the property)
• No electricity or water supply
• A heating system that has broken down in winter
• A severe leak through the roof
• An uncontrolled gas leak (if cutting off the supply does not control the leak)

We have an Emergency Repair Service to deal with this type of repair outside normal working hours. If you have an emergency repair, phone the Emergency Service on 0800 408 0000 and give full details of the problem. The Emergency Service only deals with emergency work, not jobs that can safely be left until normal working hours. The teams usually ‘make safe’ or do temporary repairs. Permanent repairs are left for normal working hours, so please do not expect the job to be done fully during emergency hours.

Gas leaks – if you smell gas you should immediately telephone National Grid (formerly Transco). Their number is 0800 11 19 99 and they will deal with any report of a gas escape free of charge.

Category 2 – Follow on emergency work

Category 2: follow on work from emergencies (completed within 2-3 working days) may include;

• No hot water
• No lights in shared areas
• Repairing a faulty cooker panel, if cooking by electric

Category 3 – Urgent work

Category 3:  urgent repairs (completed within 5 working days) may include;

• Putting glass in a door or window that has been boarded up
• Unblocking a kitchen sink, bath or hand basin
• Checking the electrics after a water leak
• Repairing a heating system
• Repairing a shared aerial system

Category 4 – routine repairs

Category 4:  routine repairs (completed within 10 to 15 working days, if there is no immediate danger)

• Replacing washers
• Repairing electrical sockets in a hall or bedroom
• Repairing rotten timber flooring, stair treads or broken banister rails
• Replacing toilet seats
• Repairs to inside doors, locks and handles (please inform us immediately if fire doors or other fire safety devices are damaged or faulty)
• Repairing or replacing skirting boards

This information is designed to show some examples of likely repairs and categories. For a full list and more information about prioritising repairs, please see the Tenant Handbook.

The responsibility for looking after your home is a joint one. We are responsible for most of the repairs, but you are responsible for the following:

Repairing deliberate or accidental damage: If your home is damaged by your family, including your children and pets, or by visitors you will have to make sure the damage is properly repaired. If Cheltenham Borough Homes does the work you will be charged for it. This is called a Rechargeable Repair.

Internal decoration and minor repairs to woodwork and plasterwork

Chimney Sweeping: We will only sweep chimneys connected to a gas appliance.

TV aerials: We maintain shared systems which serve several homes.

Electrical fuses: Check the appliances you are using before reporting a fault to us.

Garden paths: We will only maintain pathways that give access from public footpaths to your home and existing paths that access your back door.

Garden fences and gates: We will only repair fences and gates that are connected to public land. Intermediate fences between properties will be maintained with posts and strands of wire.

Garden sheds and Greenhouses: We will only carry out routine repairs to existing sheds that belong to Cheltenham Borough Council. We are not responsible for maintaining greenhouses.

You are responsible for:

• Replacing bath, basin or sink plug
• Dishwasher plumbing
• Removing garden rubbish
• Changing light bulbs
• Changing batteries in smoke alarms (please inform us immediately if fire doors or other fire safety devices are damaged or faulty)
• Replacing mirrors and toilet roll holders
• Replacing fluorescent tubes and starters
• Adapting doors to accommodate carpets (fire doors must not be adapted) 
• Supplying washing lines
• Fitting extra electrical sockets
• Internal repairs to leasehold properties
• Rectifying D.I.Y. carried out

This information is designed to show some examples of likely repairs and categories. For a full list and more information about prioritising repairs, please see your Tenants Handbook.

For a full list and more information about rechargeable repairs, please see the Tenant Handbook.

What happens if I can’t afford to pay for the repair?
If having received an invoice for repair works you are unable to make full payment within the Council’s corporate payment terms of 14 days then you must immediately contact us. We are here to help and will make every effort to set up a repayment plan if necessary based on your individual circumstances. Non payment is treated very seriously and could result in a County Court Judgment (CCJ) being made against you and affect your credit rating. In addition you may be refused further repairs to your home.

What if it wasn’t my fault?
Should any visitor to your premises cause damage to any parts of your home, or communal areas if you live in a block of flats, then as the tenant you are still responsible for paying for repairs. You are responsible for the conduct of any other persons visiting or staying at your home. If you are aggrieved at having to pay for any deliberate damage caused by any other persons then you should report the matter to the Police.

For more information contact your Housing Revenues Officer.

If you have a domestic gas enquiry, please visit myportal.phjones.com – you will need your reference from the PH Jones servicing letter and your postcode.

For more information on annual gas servicing please visit: Home Safety – CBH | Cheltenham Borough Homes

Smell Gas? Immediately call National Grid on 0800 111 999 (freephone) or follow the link to the National Grid website

Getting your heating and water back on: If ever your gas supply is turned off by the National Grid and you have no heating or hot water, then call PH Jones for an urgent call-out they will attend as soon as possible within 24 hours.

We want you to live in a good quality home. Damp and mould can affect your health and the condition of your home so if you have any concerns, please let us know as soon as possible. You can do this though your MyCBH account, or by calling 0800 408 0000 and we’ll arrange a visit. 

For more information on how we can help you with damp and mould, including some top tips, click here.

What to about a fire safety enquiry 

Fire prevention within your home is of the highest priority for CBH and is monitored through visits from our service engineers and repair teams.  

Your home should have a smoke alarm fitted. If it hasn’t, tell us straight away and we will fit one for you.  

If you are concerned about fire safety, or the condition of fire safety equipment (including fire doors), please contact as soon as possible. 

There are steps you can take to help keep you and your neighbours safe and reduce the risk of a fire: 

• Test your smoke alarm once a month, ensuring that it is clean and dust free 
• Report any broken or damaged electrical sockets or outlets to CBH 
• Allow access to CBH to complete inspections or maintenance work 
• Keep communal areas clear and free from obstructions if you live in a block of flats so that you, your family and neighbours can exit quickly and safely 

 You’ll find more information on our Fire Safety page.  

 Don’t hesitate to let us know if you have any concerns – we’re here to help. 

Email us: repairs@cbh.org or call us: 0800 408 0000