Isle of Anglesey County Council

You are responsible for the general upkeep of your home. It is your responsibility to report any faults or damage to your home or communal areas immediately.

You are responsible for most minor repairs to your home, which may include:

• decorating the inside of your home
• electric plugs
• fuses and light bulbs
• toilet seats and lids
• catches and locks
• plugs and chains in baths and sinks
• washing machine plumbing and fitting
• showers not fitted by us
• cooker
• floor, wall and fireplace tiles
• minor repairs to kitchen cupboards and drawers
• small cracks in plaster
• releasing windows stuck after internal painting

The responsibility for looking after your home is a joint one. We want to maintain your home to the best possible standard and rely on you to report any repairs as quickly as possible and allow us access to carry out the necessary work.

We will carry out repairs in accordance with our Repairs Service Priority Timescales, and wherever possible, offer an appointment for the work to be carried out.

Your Tenancy Agreement tells you that we are responsible for maintaining the structure and outside of your home. This includes shared (communal) areas, and fixtures and fitting that we have provided.

The structure of your home includes:

• drains, gutters and external pipes
• the roof, outside walls, outside doors, windowsills, window catches and window frames
• internal walls, floors (excluding floor coverings), ceilings, doors, doorframes, door hinges and skirting boards
• chimneys, chimneystacks and flues
• main entrance path
• major plasterwork
• integral garages and stores

We are responsible for the installations of water heating, sanitation, and for the supply of water, electricity, gas and drainage inside your home.

This includes:

• basins, sinks, baths, toilet, flushing systems and waste pipes
• showers that we have installed
• electric wiring including sockets and switches, light fittings (excluding bulbs)
• gas pipes, water pipes, water heaters, fitted fires and central heating installations

We are also responsible for some repairs outside your home, including shared areas in blocks of flats or on estates, lifts, door entry phones and rubbish chutes. 

As a rule, repairs will be undertaken within 12 hours where an immediate risk to health and safety is identified, or risk of further significant damage to the property.

Even then, some work may involve a make safe response, with a more permanent repair being undertaken subsequently.

On occasion, the circumstances of customers who report repairs may also be taken into account, via the existing policy on vulnerability, and in exceptional cases, orders may be upgraded to Priority 1 where considered appropriate.

• doors and Windows where there is a security risk or a health and safety risk
• an external door that cannot be opened where it is the only means of egress from a property (or from a room if someone is trapped inside)
• broken glass at ground floor level
• electrical repairs where water is leaking on to electrical equipment
• electrical repairs where there is sparking/crackling or burning smells and the particular item cannot be isolated safely
• internal leaks from water or heating pipe, tank or cistern which are uncontainable
• a toilet that is blocked where this is the only toilet in the property
• a manhole/inspection cover missing
• unsafe brickwork
• failure of communal lighting
• access problems to communal doors
• equipment relating to fire escapes and emergency doors
• gas leak
• fire damage

• a full central heating breakdown
• internal fire doors
• full loss of the electrical supply
• immersion heaters (where this is the only form of heating water)
• a toilet that won’t flush
• an external overflow pipe where the water is pouring out
• leaking wastes to kitchen sinks and bathroom showers and baths
• a drain/manhole that is blocked
• a roof that is leaking
• releasing a vehicle from a garage
• loose or missing strips on stairs
• garage repairs relating to security or access

• replacement parts for central heating boilers
• broken glazing at 1st floor or above
• all containable leaks
• replacement shower where there is no bath
• a toilet that is blocked where there is more than one toilet in the property
• fencing and gates where there is a higher risk as a result of programming the works as a Priority 11
• handrails and bannisters, except where a customer cannot get up or down stairs without the use of the handrail or there is a health and safety risk. Such situations will be dealt with as emergencies

The routine works which has been put on hold due to Covid have been prioritised as red (Priority 4), amber (Priority 5) and green (Priority 11).

• electric fires where this is a secondary form of heating
• immersion heaters
• repairs to communal doors
• rotten timber flooring or stair tread (unless there is a significant trip hazard)
• a dripping external overflow pipe
• loose/missing strips (unless there is a significant trip hazard)
• bathroom sinks that are loose can normally be completed as a routine repair unless there are significant health and safety risks involved
• roof repairs (no leak present)
• blocked chutes
• bin stores
• electrical remedial works
• replacement shower where there is a bath
• chimney pot replacement
• works that has been on hold up to 18 months due to covid
• boiler replacement

• remedial works to brickwork
• major Independent Living Modifications
• major plastering works
• heating Servicing programme
• follow on gas repairs
• follow on electrical repairs
• internal doors
• internal floors (unless there is a significant trip hazard
• works that has been on hold up to 12 months due to Covid
• minor plastering works

The above work will be carried out sooner subject to availability

• fencing and gates
• external works
• works that has been put on hold up to 6 months due to Covid

The above work will be carried out sooner subject to availability.

The Repairs Service offer customers an appointment for all non-emergency/urgent repairs for which access is required.

Appointments are offered during the following, on an AM and PM basis:

• 8 am to 4pm Monday to Thursday and 8am to 3.30pm on Fridays (excluding bank holidays)
• appointments arranged around the school run
• in special circumstances, we may offer appointments outside normal working hours

All approved repair requests will be appointed in accordance with the Repairs Service and Priority Timescales.

On occasion, prior to arranging a repair, it may be necessary for a technical inspector to visit the property to assess your repair request.

We kindly request that when appointments are arranged, access is provided to ensure we are able to respond and deal with your repair request promptly.

Missed appointments cost the council in terms of time and money. In the event of no access to pre agreed appointments, a missed call card will be left at the property, advising you to contact the Customer Service Repairs team to rearrange another appointment.

Failure to provide access for any pre-arranged approved repairs may result in the cancellation of work orders.

Your safety is very important to us

With home security in mind, we ensure all our staff and approved contractors carry identification.

We recommend that you always ask to see their identification before letting anyone into your home. (If you are in any doubt, please contact the repairs line during office hours)

Housing Maintenance Officers or workmen cannot enter your home to carry out repairs if it is unoccupied, or if there are unsupervised children present.

Please inform us if you need help to move furniture in order for a repair to be carried out. We do encourage tenants where possible to move their own furniture, but in special circumstances, we will endeavour to help.

In extreme circumstances, if we think there is an emergency at the property, we will enter your home immediately, as any delay could result in putting yourself and your neighbours at risk.

The council will carry out some repairs outside routine working hours.

However, as these repairs involve additional costs, we will only undertake works categorised as Priority 1 repairs. 

Please contact the repairs line on 08081 68 56 52 to report emergency/urgent repair matters during out of hours.

You will be transferred to our Out of Hours Support Service, who will assess and advice you on the options available.

This service operates between

5pm to 8.45am Monday to Friday

5pm Friday to 8.45am Monday (including all statutory holidays)

Before you call the Out of Hours Service to report a concern relating to heating or electrical failures, please ensure that a fuel supply is available, and both gas, oil and electric services are on, as any out of hours call out due to lack of supply may incur a recharge.

Gas leaks

If you suspect a gas leak at the property, turn your appliance and gas supply off and contact Wales & West Utilities immediately on 0800 111 999

Repairs identified at your home, communal amenities or external areas as a result of neglect, accidental or wilful damage by you, members of your household, visitors, pets or contractors hired by you, will be recharged to you.

This is referred to as a 'rechargeable repair'.

What if the damage was an accident?

You are responsible for any accidental damage. You should check with your insurance company as you may be able to claim the cost of repairing this damage against your household contents insurance.

Security of your home

You are responsible for the security of your home. Where repairs are required due to misuse, neglect or carelessness we will secure the property if required, and any costs will be rechargeable to you. This will include costs associated with change of locks / lost or stolen keys / fobs.

Before carrying out any work, you must request permission to carry out alterations or improvements to your home.

All work carried out by customers will be inspected, and must be completed to our satisfaction. Defective works resulting in any remedial corrective works may be recharged to you.

In the case of gas and electrical works, this must be carried out to Gas Safe and NICEIC standards and certificates issued.

We are committed to providing our tenants with a Customer Focused, Repairs and Maintenance service.

The service standards below tell you what you can expect to receive if you contact us to report a repair:

• we will offer a range of ways to report a repair
• telephone calls made to the repairs call centre may be recorded and used for monitoring and training purposes
• officers dealing with your repair will adhere to the departments Customer Care Charter
• we will offer an appointment to carry out a repair when possible
• repairs will be carried out by the Council’s Housing Maintenance Unit and/or approved contractors who will adhere to our code of conduct
• we aim to complete repairs at the first visit. If this is not possible, we will keep you informed about the progress of your repair, including when we are waiting for parts
• we aim to inspect a 10% sample of repairs to ensure that the work has been carried out to the standard we expect
• customers will be given the opportunity to complete a Customer Satisfaction survey in relation to quality of workmanship and customer service