Find out how we manage different types of repairs.
Repair standard
This Repair Standard is the guide to how we deliver, and what we deliver, in terms of repairs and maintenance to Council homes. It clearly sets out the services and standards our customers can expect from Cardiff Council.
We will provide a repairs service which:
- Meets high standards.
- Ensures you are safe in your home.
- Is cost effective and within budget.
- Safeguards the future of your home.
- Supports our customers especially those that are vulnerable.
- In order that our service meets these objectives we will:
- Arrange appointments to carry out work at a time to suit you.
- Carry out repairs in one visit whenever possible.
- Complete work to a high standard.
- Listen to feedback about repair issues.
- Consult with customers about our service.
Types of repair
You may need to report issues for problems with:
- Lighting and electrics.
- Water, boiler, and heating repairs.
- Windows and doors.
- Locks, glazing and fittings.
- Walls, floors, and ceilings.
- Toilets, sinks and plumbing.
- Kitchen units and kitchen sinks.
- Damp, mould, and condensation.
- Gutters and roofs.
- Gates, paths, and garages.
Reporting a repair
You can report a repair by contacting Connect 2 Cardiff (C2C) by
Online Report a repair form
By phone: 029 2087 2087
Once you have reported the repair, you should keep a note of your repair reference number and appointment time. Confirmation and reminders will be sent by text message if a mobile phone number has been provided.
Appointments will be arranged Monday to Friday in one of the following 4 timeslots:
- 8:30am to 12:30pm
- 10am to 2pm
- 12:30pm to 4pm (12:30pm – 3:30pm Fridays)
- 8:30am to 4pm (for jobs estimated to take over 4 hours)
Once a repair is raised, it will be allocated a priority. There are 3 main priorities:
- Emergency – Attended the same day (we aim to attend within 2 hours).
- Urgent – Attended within 5 working days.
- Routine – Attended within 25 working days.
Some repairs fall outside these categories and may be allocated a longer timescale of 6 months as they would not have a detrimental effect on the Contract-holder or the property.
Examples include:
- Fencing
- Large garden works
- Boiler upgrades
You can change or cancel a repair by phone or webchat. Please give us at least 24 hours’ notice.
You will need to provide your address and job number and as much notice as possible if you are unable to keep your appointment.
If the work involves moving furniture or lifting carpets or other floor coverings, you should be aware that this is your responsibility, and you should do this before the operative arrives. It is also a good idea to move any personal belongings away from the work area, particularly if they are fragile.
If you have young children or pets, please make sure that they are kept safe away from tools and the work area whilst the operative works in your home.
You will need to make sure you are at your property to provide access for the operative during the time slot you have chosen.
Every effort will be made to complete your repair during the appointment. However, in some cases an inspection may be undertaken to ensure that we have the correct materials, measurements, and tools to complete the job.
If the repair cannot be completed on the first appointment, the Scheduling Team will contact you to arrange a date for the work to be carried out.
During the appointment, the operative should:
- Ensure the area they are working in is clear.
- Wear shoe coverings (this may not be practical on tiled/wooden/laminate flooring).
- Use dust sheets.
- Work in a neat and tidy manner.
- Remove rubbish and waste from the property when complete, and organise for it to be collected as soon as possible.
Types of repairs
Find out how we manage different types of repairs.
We aim to attend all emergency repairs within 2 hours. Emergency repairs include:
- Toilet blockage or toilet unable to be flushed. (Please note- as a temporary measure all working toilets can be flushed by using a bucket of water).
- Serious accidental, storm, or flood damage.
- Serious electrical faults including total loss of power (Meters must be in credit).
- Issues with water supply (Meters must be in credit. Check with provider first).
- Major water leaks.
- Smoke alarm constantly sounding.
- Property that cannot be secured (insecure low-level windows and doors).
- Gaining entry to a property where a Contract-holder is accidentally locked out. (Please note- a charge may be issued in this case).
- Damage to the structure of a property .
If an emergency repair is raised near the end of the working day, it may be passed to the Out of Hours Team or attended the following morning depending on the nature of the repair.
The Out of Hours service is available for emergency repairs only. This runs from 4pm – 8am on weekdays and 24 hours a day on weekends and bank holidays. For repairs raised outside of normal working hours, we will try to fully rectify the issue, but it may be necessary to make safe pending a full repair.
If there is a damp or condensation issue in your home, we will carry out an inspection to find the cause and offer advice on how to alleviate it.
Damp inspections will be carried out by Technical Managers/Officers. Any remedial works will be raised for operatives to complete.
We encourage the use of extractor fans in the kitchen and bathroom to remove excess moisture in the air. Fans will be installed if none are present.
Outhouses and outbuildings are not habitable spaces and should not be used as such.
No work will be carried out to insulate or make outhouses into a habitable space.
Specialist works will be issued directly to an external Contractor to complete, these include:
- Door entry systems.
- TV aerials on blocks of flats.
- Asbestos testing and removal.
If you suspect that there may be structural problems, we will undertake an initial inspection of the property, if structural problems are suspected, a full structural survey will be arranged to identify the work required to rectify the issue.
Any minor structural works will be completed by the Responsive Repairs Unit.
Major structural works will be completed by the Building Improvement Unit.
Any immediately dangerous structural defects will be assessed on an emergency priority and the area made safe in the first instance.
Fire safety works will carried out by trained operatives.
The Compliance Team will complete all Fire Risk Assessments.
Fire Safety work will be carried out as outlined in the fire risk assessments using approved materials and processes.
The Compliance Team will complete intrusive surveys to vacant properties in high rise blocks and sheltered schemes. The works specified in the surveys will be completed as a co-ordinated scheme.
Electrical Installation Condition Reports (EICR) will be completed every 5 years or sooner if specified. You will be provided with a copy of the certificate.
Extra sockets will only be provided if there is a Health and Safety issue.
Broken electrical fittings will be replaced but any repairs required due to damage caused by you will be charged.
All works will comply with current legislation.
Asbestos Surveys are carried out by specialist surveyors.
Any asbestos containing materials that are noted while carrying out repair work will be assessed and will only be removed if damaged or deteriorated.
If asbestos is damaged or needs to be removed, a licenced contractor will be used.
Kitchen units will be repaired if unsafe or damaged due to wear and tear. Repairs will not be carried out for cosmetic reasons.
Individual items will be renewed in the matching colour (if possible) or the nearest colour/shade.
Any kitchens that have not been upgraded will be passed to the Building Improvement Unit for inclusion to their upgrade list.
Extra kitchen units will not be provided.
Cooker spaces are standard width as specified in Welsh Housing Quality Standard (WHQS). Openings will not be altered to accommodate larger appliances.
Extractor fans will be installed where they are not already fitted.
Slip resistant flooring will be used where replacement is required.
Damaged tiles will be matched to the nearest colour/shade. Only affected tiles will be replaced. Tiles will not be matched in areas that are not visible e.g., under appliances.
Repairs required due to damage caused by you will be charged.
Bathroom fittings will be repaired if unsafe or damaged due to wear and tear. Repairs will not be carried out for cosmetic reasons.
Chips to bath enamel will be repaired.
Any bathrooms that have not been upgraded will be passed to the Building Improvement Unit for inclusion on to their upgrade list.
Adapted showers will not be replaced with a bath.
Requests to replace baths with walk-in showers will be referred to an Occupational Therapist to assess.
Slip resistant flooring will be used where replacement is required.
Where there is significant damage to flooring, it will be replaced with sheet type flooring.
Repairs required due to damage caused by you will be charged.
Repairs and maintenance to specialist equipment or adaptations will be referred to Disabled Facilities Services.
Non-specialist equipment will be repaired as required by Responsive Repairs.
If damage to the wall is discovered while redecorating, you are responsible for removing the wallpaper from the affected area before an inspection is carried out.
Any blown render/plaster or large cracks will be repaired in sections as required. Whole walls will not be skimmed at your request.
Any minor cracks or holes are your responsibility to repair prior to redecoration.
Walls are to be of a standard that is suitable for wallpaper to be hung. They will not be repaired to a standard to allow them to be painted.
Areas of damage caused by property issues (e.g water damage due to a leak from neighbouring property) will be repaired. This will be matched to existing decoration as closely as possible. In all other instances, decoration is your responsibility.
Flooring in the kitchen and bathroom will be renewed if damaged through wear and tear or where there is a safety concern.
Flooring in kitchens and bathrooms will be slip resistant.
Flooring in other areas will not be renewed as this is your responsibility.
Laminate flooring should not be fitted in flats above the ground floor.
You are responsible for removing laminate flooring or carpet before works are carried out. No liability for damage to the flooring will be accepted by Cardiff Council.
You are responsible for all woodwork decoration.
Staircases will be repaired due to wear and tear through normal use or damage caused by timber rot.
Doorframes will be replaced due to wear and tear through normal use or timber rot.
Existing doors will be rehung.
You are responsible for the repair or renewal of internal doors to the property.
Windows and external doors will be repaired rather than replaced where possible.
Repairs required due to damage caused by you will be charged.
Servicing of gas boilers will be carried out annually and any required repairs will be completed at that time.
Boilers or heating controls will be repaired rather than being replaced where possible.
A Gas Engineer will decide if an upgrade is needed and its priority for completion.
Boilers will not be moved at your request.
Boilers will not be exchanged due to high running costs if you have an ‘A’ rated boiler.
Radiators will not be repositioned at your request.
Radiators will be replaced if they do not work, leak or for Health and Safety reasons. They will not be replaced for cosmetic reasons.
If you experience any issues, we can provide advice on controlling your heating systems efficiently.
You are responsible for maintaining your gardens.
Only damaged sections of fencing will be repaired. This will be on a like for like basis.
All fencing will be sited on the boundary between properties.
New fencing will not be installed where there was none previously.
Garden paths will be repaired in sections – only sections that are damaged will be repaired.
Cracks in paths will only be repaired if they cause a trip hazard.
If existing patios or decking require repairs, they will only be undertaken if they cause a Health and Safety hazard. The repairs will only be carried out to remedy the hazard. Where it is more cost effective, the patio or decking will be removed.
