Housing repairs and maintenance

The council will deal with your request quickly, politely and as accurately as possible based on the information you are able to provide.Whilst works are carried out we expect our employees and contractors to ensure your home is treated with care and respect at all times. We shall strive to ensure the works are completed on time, to a high standard and to your satisfaction.

How long will my repair take? 

As you will appreciate the time taken will be very much dependant upon the nature and extent of the work involved. All works ordered will be prioritised into one of the following categories:

• Priority B: Emergency attendance within 24 hours
• Priority C: Works should be completed within three working days
• Priority D: Works should be completed within ten working days
• Priority E: Larger scale projects with completion by agreement

Can I request an appointment for works to be undertaken? 

At the time of reporting your repair you can request that work is undertaken in the morning or afternoon, Monday to Friday (8am - 4.30pm), to suit your requirements. We will try to meet your request if at all possible. In some specific circumstances it may be possible to undertake work outside of the days/hours listed above and should you wish to discuss this, please ask when making your repair request.

You can use our online service for Tenants, myHome East Suffolk, to view and rearrange upcoming repair appointments.

As well as the minor and routine maintenance programmes in place to cover unexpected minor repairs such as taps, electrical faults, and small areas of plastering, there is also a large capital improvement programme in place for tenants.

We are currently updating the information we hold for our major improvement programmes. We are carrying out a condition survey to every one of our homes to make sure we have the most up to date information.

Whilst this work is being completed we are unable to provide specific dates to tenants on when their kitchen or bathroom is due to be replaced.

Our new programme will be rolled out in 2025 and we will contact tenants directly to arrange the works.

In the meantime if you have a problem with you kitchen or bathroom we will continue to repair it until the new programme is underway.

The council's expenditure falls into two areas: a revenue element to maintain existing items, servicing and repairs to void properties and a capital element that allows for improvements to be undertaken.

Right to Repair regulations

Some repairs are covered under the Right to Repair regulations and, as such, must be completed within government set time limits.