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Your repairs

What happens after I order a repair?

Once you've ordered your repair, we will arrange for it to be done or arrange an inspection to check exactly what needs doing.

We will agree a convenient appointment with you and send you written confirmation of the appointment, unless it is to be done within the next two days.

Doing the repair

  • We will send a fully-trained worker at the agreed time.
  • Introduce themselves, tell you what they have come to work on and how long it should take
  • Wear a uniform and photo ID
  • Provide dust sheets, wear-over shoes and clean up properly after they have finished the job
  • Check you have no other repair issues
  • Keep disruption to an absolute minimum
  • The worker will do the repair or the inspection, as described on the confirmation letter, and will leave the job clean and tidy.
  • If the worker cannot do all the work needed on that visit, they will explain why and immediately arrange another appointment with you.
  • If the problem is being inspected first, the worker will tell you what needs doing and when it will be done by.
  • Take pictures before and after their work to show it was completed correctly and that they have cleaned up properly.

After the repair

We will ask you if you are satisfied with the work. If you are not happy, we will investigate the situation. If there is still a problem, we will put it right.

How quickly will you do my repair?

Owing to the varied nature of repairs we do, we categorise them in four ways:

  • Emergency repair – three hours
  • Routine repair – 28 days
  • Planned repair – 60 days
  • Major repairs – 90 days.

There may be circumstances when we are unable to fully complete repairs within the timescale. We will put additional resources in place to ensure we can meet the needs of residents during periods of severe weather. This will include making sure our partners’ contractors have a sufficient supply chain in place to cope with any increase in demand on the repairs service during severe weather.

We will ensure you are kept up to date with all communication regarding your repair.

What days and times can I book a repair for?

You can book an appointment to get most repairs done:

  • Monday - Friday (four slots from early morning to late afternoon)
  • Wednesday evenings (5 - 8pm) and Saturday mornings (10am-1pm) for smaller general repairs
What do you consider an emergency repair?

This is when there is a serious risk to you or your home. We will attend within three hours to make it safe; however, there may be a need to make another appointment to complete the repair to a satisfactory standard.

The main aim is to ensure everyone is safe and the property is secure. This depends on what the repair is and your circumstances, such as if the household includes elderly or disabled people, or children under three years old.

Examples of emergency repairs:

  • A security risk to a property (eg. a smashed window, external door not locking, or a resident being locked out)
  • The only toilet in the property is blocked
  • Unsafe electrical sockets or fittings (including sparking)
  • Uncontainable leak (leaks contained using buckets, towels, bowls etc are not classed as an emergency)
  • If, during 1 November to 31 March, there is no heating or hot water.

Provision for emergency repairs outside of normal working hours can be accessed through the standard Manchester City Council Housing Services contact centre. Only repairs categorised as an emergency are to be dealt with out of hours. If the repair is deemed not to be an emergency, you will be asked to call back during normal working hours.

What repairs do I have to pay for?

Most repairs we will do for you for free, but some you must do yourself or you can pay us to do for you.

Things that we can offer you if you are willing to pay us include:

Inside

  • Repairing things like stains or surface cracking to baths, sinks, toilets etc.
  • Repairing small plaster cracks
  • Repairing internal door handles
  • Renewing internal doors
  • Treating mould that’s been caused by condensation

Outside

  • Window draughtproofing
  • Fencing, gates and garden walls – except in special circumstances

You should not make any major changes without our permission, especially as there is a chance that you may have asbestos in your home (asbestos is safe so long as it isn’t disturbed). 

For more information on asbestos, see our frequently asked questions about asbestos.

To get our permission, please complete our home improvements application form.

Repairing damage you've caused

You would have to pay for a repair if the damage was your fault or the fault of a visitor/family member, i.e. the damage was caused deliberately or by neglect (including accidental damage).

Damage caused by neglect could include things like:

  • A problem getting much worse because you didn’t report it earlier
  • Your door needing to be repaired after it was broken down (either by you or someone else) e.g. because you lost your key

If there is a doubt about how the damage happened, we will come and check the problem before we make a decision.