Our repairs service

At Newport City Homes, your safety is our highest priority. We’re here to help you look after your home and make sure it is safe for you to live in.

There are some areas of your home that are your responsibility to look after and maintain. Please check our 'Repairs to your home: Everything you need to know' guidebook to know what is your responsibility to maintain in your home. We also have a library of video tutorials to help you take care of your home.

You can contact us to report a repair by:

• Calling 01633 38 11 11
• Emailing enquiries@newportcityhomes.com
• Submitting a Report a Repair form online
• Using your NCH App

There are areas of your home that are our responsibility. When you contact us for a repair, it will fall into one of two categories - emergency or routine. Please include as much information as you can when you report your repair. This helps us gain a better understanding of the problem and find a solution quicker.

 

What is an emergency repair?

An emergency repair is any defect which has an immediate risk to your health and safety or home security. It might also affect the structure of the building. When you report this to us, we will respond within 24 hours.

For example:

• Complete water loss (Please call the Welsh Water emergency line first on 0800 052 0130)
• Gas leak (Please call the gas emergency line first on 0800 111 999)
• Storm damage that puts your home at risk
• Security breaches (for example, external doors that do not close, smashed/damaged windows)
• Faulty electrical fittings (for example, exposed wiring)
• Faulty communal areas (for example: loss of lighting, broken lifts, trip hazards)
• Unsafe stairs
• Leaks that cannot be contained (for example, roof leaks or faucet leaks where the stop tap does not stop the problem.)
• Fire damage
• Complete electricity loss (Please contact your electricity supplier first)
• A blocked toilet which will not flush and there is no other toilet in your home. (This may be subject to recharge fee if misuse caused the blockage)

You can find out more about emergency repairs in the ‘Repairs to your home: Everything you need to know’ guidebook.

 

What is a routine repair?

If a repair is not classed as an emergency, it is a routine repair. This could include:

• Plastering repair
• Cleaning gutters or downpipes
• Replacing a broken kitchen unit
• Central heating upgrade
• Electrical rewiring
• Faulty radiators

 

What is a recharge?

We may charge you for any work completed by us because of damage beyond reasonable wear and tear. This damage could be from yourself, your household members, or visitors.

 

Who do I contact for an emergency repair outside office hours?

To report emergency repairs, please call us on our usual number - 01633 38 11 11. We are available to support you with emergency repairs between 8am - 6pm, Monday - Friday. Outside of these hours, you’ll be referred to our out-of-hours service.

Please make sure you have read the 'Repairs to your home: Everything you need to know' guidebook. If the repair is not an emergency, you may be subject to recharge to cover the cost of the call out.

What part of the customer’s home is their responsibility to maintain and repair?

As a contract holder, you have a commitment to maintain specific areas of your home. It’s important that you know what your responsibility is as we will not be able to repair the following areas of your home. For example:

• Lost door keys
• Broken toilet seats
• Changing fuses or light bulbs
• Plugs and chains to baths or sinks
• Broken doorbells
• Broken white goods or appliances
• Internal decoration
• Connecting washing machines

There are more responsibilities listed in our 'Repairs to your home: Everything you need to know' guidebook. 

We also have more information about aids and adaptations and alterations to your home across our website.

 

Tell us what you think

Your feedback is valuable to us and helps us deliver the services that you need in the right way, at the right time.

After visiting your home to complete a repair, we will send you an email to ask for your feedback. This will give you a chance to tell us what you thought of our service, and what we could do to improve.