Our repairs service

Our repairs service is here to carry out essential repairs to your property. We have a team of operatives who cover emergencies, gas and electric jobs, roofing, plumbing and other building repairs.

To see more about the types of work we will do see our repairs leaflet.

Repairs information leaflet[pdf] 612KB

If you need to contact us, please see our opening times and contact details here. We will give you an appointment slot for many of the jobs we do so please let us know if you cannot make it.

Get more information on our repairs service

Our repairs leaflet contains information on who is responsible for which repairs:

Repairs information leaflet[pdf] 612KB

Our repairs policy will tell you more about which repairs are your responsibility and the level of service you can expect from us.

Repairs Policy[docx] 689KB

If you're looking to do repairs yourself, please read the general conditions and complete the tenants permission form: 

Tenants' permission form: general conditions[docx] 147KB

Tenants' permission form[docx] 674KB

Then return it to us by:

  • email to: housingwebrepairs@boltonathome.org.uk
  • post to: Bolton at Home, 98 Waters Meeting Road, Bolton, BL1 8SW
  • hand, in person at your local housing office or UCAN centre

Or you can fill out the online form here:

Tenants permission application form

Our repairs policy

Our repairs policy explains how we manage repairs to our properties.

It contains information on these points:
  • Which repairs are our responsibility and which are the tenant’s responsibility.
  • How we prioritise repairs.
  • What happens if there are special reasons we should prioritise a repair
  • Which repairs might be dealt with by our planned programme
  • Our out of hours service
  • Rechargeable repairs

You can download the full repairs policy document here:

Repairs Policy[docx] 688KB

Repairs FAQs

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  1. How do you prioritise repairs?

    Emergency repairs take priority. They are usually dealt with within a few hours of your call and always within 24 hours. 
    Urgent repairs are dealt with within a week of being reported. 

    Minor non urgent repairs are usually dealt with by our community based repairs service within seven working days of being reported.

    Essential repairs are usually large non urgent repairs. These are dealt with within 21 working days of being reported. 

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  2. How quickly will you be able to respond to an emergency repair?

    We will respond to extreme emergencies within two hours. We will usually respond to other emergency repairs within a maximum of 12 hours. 


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  3. What do I do if I won’t be at home at my appointment time?

    Please tell us as soon as possible so we can rearrange your appointment. 


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  4. What happens if you visit to do a repair when I am not in?

    If you are not in when we come to carry out the repair we will leave a card asking you to call us to make another appointment. 


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  5. What happens when I report a repair?

    When we receive the report we may need to check some of the details with you or arrange an appointment so make sure you provide us with contact information. 

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  6. What if I can’t pay for a chargeable repair?

    If you can’t pay it all at once then a payment plan can be agreed. However if you refuse to pay we may take legal action to recover the cost. 

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  7. What if I don’t want to pay you to carry out a repair?

    You can carry out chargeable repairs at your own expense with a different repairs person. If you do this you need to make sure they are able to do the work to a high standard, have the right qualifications and are insured. If we need to put their work right we will charge you for this.


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  8. What shall I do if I smell gas?

    Turn off all gas appliances
    Open all the windows and doors
    Put out any naked flames, eg candles
    Do not smoke
    Do not use electrical switches
    Call the National Grid Emergency Number on Freephone 0800 111 999

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  9. What should I do if I’m not satisfied with repair work you’ve done on my home?

    If you’re not happy with work we’ve done on your property please call us immediately to let us know. 

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  10. When will you remove any debris left by work to my home?

    Any debris left by building work or an accident will be removed within three working days. If it is classed as hazardous it will be removed within 24 hours. If it is not removed within these timescales then call our 24 hour debris hotline on 01204 660665. 

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