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Repairs policy

Read the summary of the policy on the page below, or download the full policy document:

Repairs Policy (266 KiB)

Repairs policy quick guide

Cheltenham Borough Council (CBC) aims to provide a high-quality, cost-effective repairs service that keeps homes safe, comfortable, and well-maintained. Repairs are funded through rent, so value for money is key.

This policy covers responsive repairs for your home.

It does not include:

  • Empty homes (voids) – please see the empty homes policy
  • Planned or cyclical maintenance
  • Safe and habitable homes

Reporting repairs

  • Online via MyCBH account
  • Phone 0800 408 0000
  • For emergency repairs (such as burst pipes and unsafe electrics): call 0800 137 111. We will respond within 4 hours to make the home safe

Appointments

We offer appointments Monday to Friday in time slots:

  • Morning: 8am to 12 noon
  • Mid-morning: 10am to 2pm
  • Afternoon: 12 noon to 4pm

Saturday appointments can be made in exceptional cases.

Tenants must give notice to cancel. After 3 cancellations, we may pause or cancel the request.

Repair timescales

  • Emergency: within 24 hours
  • Urgent: within 5 working days
  • Routine: within 28 days

Who’s responsible?

CBC is responsible for:

  • Structure (roof, walls, windows)
  • Heating systems
  • Kitchen/bathroom flooring
  • Communal areas

Tenants are responsible for:

  • Internal decoration
  • Minor blockages
  • Toilet seats, plugs, chains
  • Floor coverings (except kitchen/bathroom)
  • Doorbells, locks, spy holes

Rechargeable repairs

If a repair is the tenant’s responsibility but CBC carries it out, we may charge you.

If damage is due to crime, report it to the police and provide a crime reference number to avoid charges.

Please see our recharge policy for more information.

Expectations

Tenants should:

  • Report issues early
  • Allow access for repairs
  • Maintain their home and garden
  • Keep appointments
  • Treat staff respectfully

CBC will:

  • Communicate clearly
  • Arrive on time and prepared
  • Respect your home and privacy
  • Minimise disruption
  • Explain repairs and check satisfaction

Need Help?

Contact your Tenancy Management Officer on 0800 408 0000 or email housing@cheltenham.gov.uk