Emergency housing repairs

In the case of a serious emergency:

FIRE - Get out, stay out and call 999
• Keep calm and act quickly
• Using your pre-planned escape route, get everyone out of the building as quickly as possible
• Seconds count so don’t waste time investigating or rescuing valuables
• Before opening a door, check it first by using the back of your hand. If it’s warm, don’t open it!
• When moving through the home, remember to shut doors behind you to help contain the
fire, where safe to do so
• If there’s smoke, keep low where the air is clearer
• Get out of the building, call 999 and stay out
• Find somewhere safe and wait for the fire and rescue service - don’t be tempted to go back
inside
Extract from www.leics-fire.gov.uk/in-an-emergency/on-discovering-a-fire/

If you smell GAS call 0800 111 999
• Do not smoke or light matches
• Do not turn electrical switches on or off
• Open doors and windows
• Turn off the meter at the control handle unless the meter is in the cellar
• Call the National Gas Emergency number (0800 111 999)
Extract from www.nationalgrid.com/uk/gas-transmission/safety-and-emergencies/emergencies-and-safety-advice

Report an underground WATER BURST 08007 834444
Call Severn Trent on 08007 834444 or visit their website where you can check your area and
report a problem www.stwater.co.uk/in-my-area/check-my-area/

Reporting a Repair During Office Hours:

We offer a range of methods to report repairs:

• Boiler issues - please contact Sure Group on 0800 803 0041
• Air source heat pumps (if installed over 12 months ago) - please contact Sure Group on 0800 803 0041

All other enquiries:

Call our dedicated repairs helpline
Tel: 01530 454635
Monday – Wednesday, Friday 9am to 5pm
Thursday - 9am to 4pm

Email: repairs@nwleicestershire.gov.uk

Online: complete the Housing - Report a Repair online form

Write to Housing Repairs, NWLDC, PO BOX 11051, Coalville, LE67 0FW

To check the current office opening hours:
Visit our website www.nwleics.gov.uk  

For more information on reporting a repair, click below

Repairs Handbook (PDF Document, 10.03 Mb)

Reporting a Repair Outside of Office Hours:

• Boiler issues - please contact Sure Group on 0800 803 0041
• Air source heat pumps (if installed over 12 months ago) - please contact Sure Group on 0800 803 0041

All other enquiries:

We offer an out of hours service for repairs where there is a potential to cause significant risk to the tenant or property that cannot wait until the next working day.

Repairs that can be reported outside normal working hours:

• Total loss of electric power not related to your service provider or insufficient credit
• Unsafe power, lighting socket, or electrical fitting
• Total loss of water supply not relating to the service provider
• Total or partial loss of gas supply not related to your service provider or insufficient credit
• Blocked flue to open fire or boiler
• Total or partial loss of space heating or hot water between 1 November and 30 April
• Blocked or leaking foul drain, soil and vent pipe, or toilet pan where there is no other working toilet in the home and that the tenant has been unable to remove the blockage themselves. (blockages not cause by a fault are chargeable.)
• This would be a rechargeable repair unless caused by a fault
• Toilet not flushing where there is no other working toilet and it cannot be flushed manually
• Leaking water or heating pipe, tank or cistern that cannot be contained
• Insecure windows or doors, including faulty locks
• All repairs which put person or property at signifcant risk

Out of hours helpline:

Tel: 01530 83 33 73

Email: centralcontrol@nwleicestershire.gov.uk

Change or Cancel an Appointment:

If your circumstances change and you are no longer available for your pre-arranged time slot,
contact the repairs helpline as soon as possible.

Tel: 01530 454635

Looking for more repairs information - North West Leicestershire District Council (nwleics.gov.uk)

Policies and Guides - North West Leicestershire District Council (nwleics.gov.uk)