Housing Repairs and Maintenance

Report a repair

For emergency repairs

For general repairs for a communal area or garage  

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 likelow 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 

 

Check what counts as an emergency repair before you call.  

 

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).

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

 

You (the tenant) are responsible for:

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…

 

 

We (the council) are responsible for:

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

 

Can’t find your repair issue listed?

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

 

 Report a repair

 

ID: 13633, revised 01/07/2025
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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   

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.   

 

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  

ID: 13634, revised 01/07/2025
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Cancel, amend or re-book a repairs appointment

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 you will need to:

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

*Please have your repair reference number handy.*

 

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 

ID: 13635, revised 01/07/2025
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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 08/07/2025
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Planned Maintenance

In order to provide the most effective and economic service, the Council deals with the majority of housing repairs on a 'planned maintenance' basis. This means that certain repairs will be carried out on a 5 year cyclical programme, at periods decided by the Council without the need for you to report them. The aim is to replace or renew elements of your home, which are coming to the end of their useful life.

You will be advised individually when planned repairs are due to take place in your home.

What do programmed repairs include?

  • repairs prior to external painting e.g. fascias, external doors and windows
  • external painting
  • chimney rebuilding
  • window replacements, boundary wall rebuilding

For further information please contact:

Rhys Jones, Operations Manager

Tel: 01437 775921
Email: rhys.jones@pembrokeshire.gov.uk

ID: 1852, revised 03/07/2023
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Home Improvements

What if I want to carry out improvements to my home?

Your tenancy agreement gives you the right to make your own improvements to your Council home as long as you get our written agreement first.

We welcome people making their own improvements, and only say ‘no’ if there is a good reason – if the work would affect your neighbours, or be unsafe for example.

Do I need permission to carry out improvements from the Council?

Should the Council discover that work has been carried out to a home without permission; the Council has the authority to ask you to change the premises back to its original condition. Alternatively the Council may ask you to carry out further work until it meets the required standard. If you are unable to carry out this work the Council will carry it out and charge you the cost of doing so.

So please don’t start work until you have got the permission you need – you could end up having to put it all back again!

If you would like to carry out any home improvements please complete an application to undertake alterations/improvements to a Council property form, or phone the Contact Centre on 01437 764551 to request a copy

Compensation for improvements carried out by you

At the end of your tenancy, you may be able to get compensation for certain improvements you may have made to your home. A list of qualifying improvements can be provided by Pembrokeshire County Council Housing Department.

Compensation is only payable at the end of a tenancy. The amount will be based on the original cost and expected 'life' of the improvement. However, certain conditions apply and you should contact Pembrokeshire County Council Housing Department for further information 01437 764551.

Improvements carried out by the Council

When improvements are due to take place adequate notice will be given by the Council before we begin work on your home. If any work damages decoration inside, you will be compensated accordingly or the Council will repair the damage.

In some instances the Council may have to move you out of your home for a short while if a large amount of work needs doing i.e. modernisation and refurbishment of homes. We will provide you and your household with another suitable property until the work is complete and you will be compensated for the disturbance caused.

Throughout major works, we will consult with you and keep you informed on progress and work carried out.

Further information on this document can be received from Pembrokeshire County Council Housing Department.

For further information please contact:

Andrew Hugman
Tel: 01437 775609
Email: tenants.alterations@pembrokeshire.gov.uk

ID: 1830, revised 03/10/2024
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Welsh Housing Quality Standard

Please refer to the following link for the Welsh Government website, which provides additional detail around the WHQS/MRA

Welsh housing quality standard (opens in a new tab)

In 2024/25 Pembrokeshire County Council will receive £4m from the Welsh Government, which will be spent on WHQS Improvement Schemes.

In 2024/25 Pembrokeshire County Council will spend £13.463m on WHQS improvements in total

Major Works – Capital Programme

Each year Pembrokeshire County Council carries out major works for improvement of Council homes. In recent years some of our improvements have included:

  • Full external modernisation and refurbishment to houses
  • Window replacements
  • Kitchen refurbishment’s / upgrades
  • Upgrading of existing central heating systems and boilers
  • Electrical rewiring

Pembrokeshire County Council is dedicated to continuing to improve the condition of Council homes.

Work carried out through planned repairs and the capital programme now follow requirements set out by the Welsh Assembly Government. These requirements are called the Welsh Housing Quality Standard (WHQS).

What is the Welsh Housing Quality Standard?

The Welsh Housing Quality Standards are guidelines laid out by the Welsh Assembly Government. The WHQS states that all Council properties must be:

  • In a good state of repair
  • Safe and secure
  • Adequately heated, fuel efficient and well insulated
  • Contain up to date kitchen and bathrooms
  • Located in an attractive environment
  • Suit the specific needs of the household

The Council is committed to continuing to ensure all of its houses meet the required standard.

What has the Council done towards achieving the Welsh Housing Quality Standard?

The Welsh Assembly Government asked all Local Authorities in Wales to put together a programme of work to show how they are planning on meeting the standard. They also asked for business plans which show how the Council will budget for carrying out the work asked for by the standard.

In 2002, independent surveyors carried out a condition survey of our houses. Following this a business plan was put together to confirm how the Council was to bring its homes up to the required standard by 2012.

The Council has carried out the work required to meet the standard, such as fitting gas central heating, showers, new kitchens to properties and external improvements. Homes are continually being improved with those in the highest need being given priority.


ID: 1842, revised 30/10/2024
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Council House Repairs & Maintenance

There are over 5,890 Council owned properties in Pembrokeshire. These properties achieved the Welsh Housing Quality Standard in 2012. There is an on-going maintenance programme in place to make sure that houses remain at this standard.

What work can I expect to see on my property?

There are two on-going work programmes. 

Cyclical repairs

Which is a five year rolling programme of painting and external maintenance on all properties.

Capital repairs

The capital repairs programme is set out in the HRA Business Plan, this identifies the councils programme of repairs and budget requirements for the next 30 years. The programme includes replacement and upgrading of the following components when they come to the end of their life cycles.

  • Kitchens
  • Roofs
  • Doors
  • Windows
  • Central heating
  • Electrical rewiring
  • Internal improvements
  • Damp-proofing
  • Structural upgrades

Other Capital funded work

In addition to the above programmes, capital schemes also take place to improve and maintain council estates, estate car-parking, and undertake disabled adaptation work, upgrade sheltered housing schemes, highway adoptions and sewer works.

In addition we plan to increase housing stock by acquiring / building properties at the WHQS standard.

In 2024-25 £22.216m is earmarked for this purpose.

How will this work be funded?

Cyclical repairs

In 2023-24 £8.618m was spent on the cyclical and responsive repairs programme, this was funded by Council House rent income. In 2024-25 it is estimated that the programme cost will cost £10.576m.

Void repairs

In 2023-24 £2.346m was spent on bringing void properties back to a lettable standard. In 2023-24 this is estimated to cost £2.106m.

Capital programme 

In 2023-24 the capital repairs programme cost £9.685m, this was funded by combination of income streams. In addition £13.337m was spent on property acquisitions and new build schemes and Optimised Retrofit Schemes.

  • Each year Pembrokeshire Council receives a capital grant from the Welsh Government. In 2023-24 the Major Repairs Allowance Grant (MRA) received was £4.000m. 
  • Council House Rent.
  • Income from the sale of Council houses and land.
  • Borrowed money (prudential borrowing) may also be used to fund work programmes.

In 2024-25 the approved capital programme budget is £37.467m. The approved Welsh Government MRA Grant for the year is £4.000m.

 

Privacy notice

You can read our Privacy notice

This notice explains why we collect and keep your personal information, how your information is used and what we do with the information we collect.

ID: 1840, revised 23/06/2025
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