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Home > My home > Repairs and maintenance

Repairs and maintenance

We provide a fast and effective high quality repairs service 24-hours-day, 365 days per year. The way we respond depends on the type of repair needed and your agreement type.

If you live in a rented home, we maintain the structure, exterior and some interior parts of your home. While we carry out lots of repairs, you have some responsibilities too:

For other customers, please see:

What type of repair do you need?

We prioritise repairs depending on the issue and always aim to fix emergency repairs within 24 hours.

Emergency repairs

If you have an emergency, we will carry out work within 24 hours of you reporting the problem to us. An emergency is something which could cause danger to your health or safety, or serious damage to your property.

Please call us if you have an emergency repair on 01993 890000.

Also see: Gas leaks and emergencies

Examples of emergency repairs include:

  • Total loss of electrical power (where your supplier is not responsible).
  • Unsafe power, lighting, sockets or other electrical fittings.
  • Total loss of heating in winter months (between 1 Nov and 30 Apr).
  • Making your home secure after a break-in or vandalism – we will need you to have a crime reference number from the police.
  • Leaks that you cannot contain or ones affecting electrical fittings
  • Dangerous structural faults. 

Urgent repairs

We deal with urgent repairs within five working days of you reporting the problem to us. If we cannot repair there and then, we will order replacement parts and arrange another appointment to finish the work.

Please call us if you have an urgent repair on 01993 890000 during office hours.

Examples of urgent repairs:

  • Partial loss of electrical power.
  • Faulty electrical smoke detectors, if we fitted them.
  • Total loss of hot water.
  • Toilet not flushing - where there is only one toilet. If there is more than one, we will treat this as a routine repair.
  • Minor water leak.
  • Constantly running overflow pipes.
  • Door-entry phone not working.
  • Loose or detached banister or handrail.

Routine repairs

We usually respond to the faults or repairs listed below within 20 working days. Sometimes it can take longer if it is something we are planning to do in the future anyway.

You can request a routine repair online. The My Cottsway customer portals enables you to request some (but not all) routine repairs. Please check first to see if you can request your routine repair via My Cottsway, which is also available as an app on smartphones:

If the routine repair you need is not available to request via the portal, you can complete our online form to:

Examples of routine repairs

  • Loss of heating during summer months (between 1 May to 31 October)
  • Carpentry
  • Brickwork repairs
  • Dripping taps
  • Extractor fan broken in a kitchen or bathroom
  • Repairs to plasterwork
  • Loss of one light/power socket

It is more cost effective for us to do some larger repairs, such as replacing windows or gutters, on a whole block or estate at the same time, or street by street, rather than in one or two houses. This may sometimes delay us dealing with a routine fault you have reported. We will tell you if there will be any delay when you report a problem. 

Other help

Text messages

We sometimes use texts to confirm the day and time for repairs you request and to send reminders and updates about the appointment.

You will know the text is from us as 'Cottsway' will display as the sender. Unfortunately, you're not able to reply to us via text but if you have any queries, please contact us.

Contact us

Feeling unwell?

If you have symptoms of Coronavirus or any other illness that may be contagious, please call us in advance on 01993 890000 to rearrange your appointment.


We make appointments for all non-emergency repairs and offer morning or afternoon time slots. Please ensure you are available for the duration of our planned visit and be aware that sometimes repairs can overrun.

If we can't keep an appointment with you, we will try to let you know as soon as possible but if we do not give you 24 hours' notice, we will give you £15. Where possible we'll immediately rebook the appointment.

If you can't make the appointment, please contact us as soon as possible to rearrange it. Please give us at least 24 hours' notice so we can offer the slot to another customer.

Please be aware that severe weather may affect our repairs service. If so, we will update our website and social media accordingly.

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