Housing Repairs and Maintenance

Housing repairs – Frequently asked questions

Taking care of your property is a shared responsibility between you and the Council.

  • Your responsibility: This means looking after your property to keep maintenance costs low.
  • Future tenants: Remember, when your tenancy ends, someone else will move in. Keeping the property in good condition helps the next tenant.
  • Reporting repairs: If you notice any problems or things that need fixing, please let us know as soon as possible.

 

What can I expect from the repair service?

What repairs are the Council responsible for at my property?

What repairs am I responsible for at my property?

How do I report a repair?

What happens once I have reported a repair?

How do I amend/cancel my repair appointment after I’ve booked it?

How quickly will you complete my repair after I have reported it?

What is the repairs process?

What happens if I, or a visitor to my home, damages any fixtures or fittings?

Why am I receiving texts about my housing repairs report?

 

 

What can I expect from the repair service?

We will:

  • Protect your belongings: Before starting work, we'll ask you to move your personal items away from the area we'll be working in.
  • Keep the area safe: We'll remove any waste materials and tools not in use to prevent damage and ensure your safety
  • Clean up after ourselves: Once the work is finished, we'll tidy up our tools and equipment and clean the work area.
  • Use dust sheets: We'll use dust sheets to protect your belongings from dust and debris.
  • Not smoke or vape: Our staff will not smoke or vape in your home.
  • Explain the Repair: We'll clearly explain what repair we're doing and why.
  • Demonstrate new equipment: If we install new equipment, we'll show you how to use it properly.
  • Show identification: Our maintenance team will always wear and display their identity badges.
  • Be polite and respectful: We'll always be courteous and keep you informed about what we're doing.
  • Follow safety standards: All work will be carried out following trade safety standards to ensure your safety.

 

 

What repairs are the Council responsible for at my property?

Outside your property

Inside your property

Other outside areas

Services and fittings



Outside your property

  • Roofs  
  • Chimneys (including sweeping)  
  • Gutters and rainwater pipes  
  • External walls  
  • Outside doors and their frames  
  • Windows - including glass  
  • Painting the outside of your property  

 

Inside your property

  • Built-in cupboards
  • Ceilings
  • Internal walls (but not decorating them)

 

Other outside areas

  • Steps and paths
  • Drains
  • Boundary walls
  • Garages and outhouses 

 

Services and fittings

  • Electrical wiring and fittings (if the council provided them)
  • Gas installations (if the council provided or agreed to maintain them)
  • Heating appliances (if the council provided them)
  • Plumbing systems 

 

 

What repairs am I responsible for at my property?

Security

Bathroom and kitchen items

Electrical

Fires and heating

Inside your property

Outside your property



Security

  •  lost keys

 

Bathroom and kitchen items

  • Toilet seats and lids
  • plugs and chains

 

Electrical

  • Light switches, sockets, fuses, and electrical fittings (if not installed by the Council)
  • Appliances such as kettles, toasters etc…
  • Light bulbs, fluorescent tubes, and starters

 

Fires and heating

  •  Cleaning ash pans and throat plates (part of the fireplace)

 

Inside your property

  • Adjusting doors e.g.  after laying new flooring  
  • Curtain rails, shelves, hooks,   
  • Decorating inside your property   
  • Minor cracks and cosmetic defects e.g. small cracks in plaster, minor scratches on surfaces etc…  

 

Outside your property

  • Grounds maintenance e.g. mowing the lawn, keeping the garden tidy, maintaining hedges, weeding patios and pathways etc…  

 

 

How do I report a repair?

 

For emergency repairs 

If you are concerned about a gas leak or carbon monoxide  

Please call the free, 24-hour National Gas Emergency Service on 0800 111 999 immediately  

  

Problem with your water supply?  

 This includes issues like low water pressure, no water, shared drains that are blocked etc…  

Please contact Dŵr Cymru Welsh Water  

 

Emergency repairs 

If you need an emergency repair: 

Call us during working hours (Monday to Friday, 9am to 5pm): 
📞 01437 764551 

Call us out of hours 
📞 03456 015522 

Please note:  

 You are not able to book an emergency repair online  

  

For general repairs for a communal area or garage  

Call us during working hours (Monday to Friday, 9am to 5pm):   
📞 01437 764551     

 

Before you report a repair

Please check whether the repair is our responsibility (the council) or your responsibility (the tenant).

What repairs are the Council responsible for at my property?

What repairs am I responsible for at my property?

Your report will be checked by our dedicated team to make sure the repair is our responsibility.

 

Report a repair

 

 

What happens once I have reported a repair?

Once you have requested a repair, you will receive a repair reference number.

You can then book a day and time for your repair appointment.

Please make a note of your reference number so you can use it to get in touch with us.

 



How do I re-schedule or cancel my repair appointment after I’ve booked it?

 

If you reported the repair and booked your repair appointment online

Re-schedule/cancel your appointment

If you reported the repair and successfully booked a repair appointment online you can re-schedule/cancel your appointment

 Re-schedule/cancel my appointment

 

Re-book your appointment

If we were not able to access your property at the time of your appointment your repair request will be closed, and you will need to re-book.

Re-book my appointment

 

If the repair was reported on your behalf by a Pembrokeshire County Council team member

To re-schedule/cancel or re-book your appointment:

Call us during working hours (Monday to Friday, 9am to 5pm):   
📞 01437 764551

*Please have your repair reference number handy.*

 

Emergency repairs 

If you need an emergency repair: 

Call us during working hours (Monday to Friday, 9am to 5pm): 
📞 01437 764551 

Call us out of hours 
📞 03456 015522 

 



How quickly will you complete my repair after I’ve reported it?

 

There are three different repair categories.

Emergency repairs

Emergency repairs are urgent issues that pose immediate risks to your safety or could cause serious damage to the property. These should be addressed within 24 hours.

Examples of emergency repairs:

  • Burst water pipes: Can lead to flooding and water damage.
  • Total electrical failure: Complete loss of power in the property.
  • Gas faults: Suspected gas leaks or faulty gas appliances.
  • Severe roof leaks: Leaks that cause significant water to enter the property

 

In the case of an emergency, you will need to know the key locations of the:

    • Water stopcock: This is the main valve to shut off water supply.
    • Gas meter: To turn off gas supply if needed.
    • Electrical fuse box: To shut off electricity.

 

Urgent repairs

Urgent repairs are issues that don't pose an immediate danger but should be addressed quickly to prevent further problems.

The target response time for these repairs is typically within 9 days.

Examples of urgent repairs:

  • Faulty hot water systems: Issues causing inconsistent or no hot water supply.
  • Electrical faults: Problems like flickering lights or non-functional sockets.
  • Storm damage: Damage to the property caused by severe weather conditions.
  • Leaking pipes: Minor leaks that are manageable but need fixing before they get worse.

 

Routine (non-urgent) repairs

Routine (non-urgent) repairs are issues that aren’t an immediate risk or safety concern but need to be addressed to maintain the property’s condition.

The typical target timeframe for these repairs is 35 days.

Examples of routine (non-urgent) repairs:

  • Renewing a skirting board: Replacing or fixing damaged skirting boards.
  • Fitting new doors on a kitchen unit: Repairing or replacing cabinet doors.
  • Repairing faulty water taps: Fixing dripping or broken taps.

 

 

What is the repairs process?

When repairs are straightforward

If the repair is simple, we will immediately plan for the repair to be fixed.

When an inspection is needed

Sometimes, we need to check the problem first to understand what's required. In this case, we would schedule an inspection before proceeding with the repair.

If you're not home during a visit

If a housing officer or our maintenance team comes to your home and you're not there:

  • They will leave a card with details about the visit.
  • The card will tell you when they plan to come back or how to arrange a new appointment.
  • If you don't respond within 7 days, the repair request will be cancelled.

Charges for certain repairs

If the repair is needed because of work done by someone other than the council or its approved workers—like a faulty washing machine you installed—you may have to pay for the repair.

 

 

What happens if I, or a visitor to my home, damages any fixtures or fittings?

If any fixtures or fittings have been accidentally or deliberately damaged by someone in your household or by someone visiting your household, you may be charged for the repair work.

If the damage is due to general wear and tear you will not be charged.

The damage is due to crime/vandalism

If damage is caused to your property because of crime/vandalism, please contact the police and get a crime reference number before you report the repair.

 

 

Why am I receiving texts about my housing repairs report?

As part of our service improvements, we want to make sure we keep you informed every step of the way. By sending you a text we can let you know:

  • That your report has been received
  • Your reference number
  • The time and date we or one of our contractors will call at your property

We will also send you a reminder before your appointment to remind you that we will be calling.

If you have received this text from us, please be assured it is genuine, and the links are safe for you to use. 

ID: 13637, revised 01/07/2025
Print