Housing repairs – emergency out of hours repairs

Under your tenancy agreement you have a duty to report repairs, you should contact Bolton at Home as soon as possible.

Emergency repairs are dealt with within 24 hours, but usually within the first few hours of them being reported. These are repairs that have the potential to put people’s lives and property at serious risk.

The Emergency Team will usually carry out a temporary repair to make the situation safe.

A permanent repair will generally be carried out as soon as possible afterwards.

You must only use the emergency service for genuine cases. You will be charged if you call out the service and it is not an emergency. (Link to rechargeable repairs)

If the operative cannot gain access when they arrive, they will leave a card requesting you to phone the repairs number again if you still need the repair undertaking.

Below are some examples of situations likely to be an emergency. A ‘Contact Centre’ or ‘Careline’ agent will advise you if your request is an emergency.

• No heating or hot water (no hot water, will only be classified as an emergency in exceptional circumstances e.g. illness, infirmity, aged or if children are present.)
• No lights or power
• A burst pipe or tank
• Locked out or locked in (you may be charged)
• Unsafe building e.g. leaning chimney stack
• Blocked sewer or W.C. (where there is only one W.C. in the property)
• Rain pouring in (in most instances we will take action to make the situation safe and minimise further damage, prior to repairs being carried out)
• Taps stuck full on (where water cannot be turned off at the stop tap)
• Property insecure e.g. shattered single/double glazing or damaged door following an incident
• A situation that represents a genuine Health and Safety risk

Out of hours repair requests that are not considered an emergency by Bolton at Home will have to be reported by the customer again the following working day.

Contact us

The dedicated Emergency Repair telephone number is 01204 338200, this service is available 24 hours a day, 7 days a week.

The number covers the whole Borough, so use it wherever you live. This is not a 999 emergency service; however if you require information regarding police, fire, NHS click on the links below.

Use the link below to access information regarding Transco and United Utilities.

Comments, compliments and complaints

If you would like more information, or have a comment, complaint or suggestion about how we can improve our services. Forms are available from reception areas, or by using the feedback link below or you can contact us directly on 01204 335765 and we will send you one. You can also give feedback in writing to:

Best Practice and Performance Team
Bolton at Home
FREEPOST NAT13006
Bolton
BL1 8ZZ

Or email
Housing.complaints@boltonathome.org.uk

For more information on repairs please click on the link below to the tenants repair manual

Tenants Repairs & Maintenance Handbook (PDF - 1mb opens in a new window)

Other Useful Links

Disrepair Guidance
Housing Repairs Debris Hotline
Service Standards
Housing Office Contact List
Rechargeable Repairs
www.transco.uk.com (opens in a new window)
www.unitedutilities.com (opens in a new window)
Feedback form

For the emergency services please use the following links

www.manchesterfire.gov.uk
www.gmp.police.uk
www.nhsdirect.nhs.uk