How to Report a Repair

You can report a repair by:


  • Call Customer Services on 01962 848 400
  • Out of hours on 01962 865 405


Other ways

  • Completing a maintenance report card, available from the Customer Service Centre
  • In Person at City Offices reception
  • Write to us at City Offices, Colebrook Street, Winchester, Hampshire SO22 9LJ
  • Out of hours repairs

    The out of hours service operates:

    • From 5.00pm to 8.30am, Monday to Thursday, Friday  4.30pm – 8.30am Monday
    • Weekends
    • On Bank Holidays

    The purpose of our out of hours emergency repairs service is to provide an emergency call out service when the Customer Service Centre is closed.

    It is expensive to organise tradesmen out of hours, so it is important that you only request a call out for a genuine emergency. We define an emergency as danger to life or limb, where there is a serious risk to health or where there is risk of considerable damage to the property, for example, if a water leak causes a ceiling to collapse. In exceptional circumstances, we may also regard a repair as an emergency if it causes undue anxiety or stress or would cause significant inconvenience over a prolonged period. The Council aims to respond and make safe wherever possible within two hours.

    We do not tolerate verbal abuse towards our staff, so if you are abusive to our call out officer we will not treat your call as an emergency.

    The emergency call out officers may use their discretion, based on the nature of the call or where the tenant is disabled, a pensioner or has a young baby in the property. The emergency system should not be used by tenants to ‘short circuit’ the normal repair priorities.

    We will charge you for the emergency call out if the contractor informs us that it was not a genuine emergency. You may be depriving another person with a genuine emergency if you abuse the system.

    Gas leaks

    Please note that gas leaks or suspicion of fumes from a gas appliance should be reported direct to Southern Gas Networks on 0800 111 999.

  • The Housing Quality Standard (HQS)

    THE HOUSING QUALITY STANDARD (HQS) is designed to ensure that you are provided with a Decent Home that is maintained in good condition. Winchester City Council has set out to meet and improve upon the Government’s Decent Homes standard. Our standard is described in detail in this document.

  • Our commitment to you

    We undertake to maintain your home in a safe and reasonably weather-tight condition and, wherever possible, to provide modern facilities over and above those required by the Government’s Decent Homes standard.

    We will:

    • Externally inspect your home every 5 years as part of our ongoing stock survey plans
    • Ensure your home benefits from a modern kitchen (less than 20 years old)
    • Provide you with an efficient and effective heating & hot water system
    • Insulate your home to make it more affordable for you to keep warm
    • Maintain a safe and secure environment

    We will always try to let you know our future plans for your home and make sure you can access this information easily and will always inform you when work is due to start.

  • Who is Responsible

    Although the Housing Quality Standard sets out requirements for service standards, you too have certain obligations. Some repairs are your responsibility and you may be liable to pay for them if we have to complete them on your behalf. We will let you know when this is the case. We have included some of the main ones here.

    We will not repair or replace your own structures, fixtures or fittings. The following list gives an idea of some items for which you are responsible:

    • Replacing lost keys
    • Gaining entry if accidentally locked out
    • Replacing light bulbs and florescent tubes
    • Appliances, plugs and their fuses
    • Broken glass to windows and doors
    • TV aerials where not on a communal Council maintained system
    • Installation and maintenance of your own appliances. This includes connection of gas and electric cookers, which must be fitted by an appropriately registered installer. A completion certificate for the work must be forwarded to us within one week.