If you are a tenant in one of our properties, you can report a non-emergency repair online 24 hours a day, 7 days a week. The online reporting tool will guide you through the diagnosis of your repair, provide relevant advice and report the repair to our enquires team on your behalf and you will be contacted with timescales for the repair to be undertaken and/or appointment details where appropriate.
Please note – requests will not be viewed or actioned outside of working hours and during busy periods may take longer to be processed.
If you feel your repair is an emergency, please do not log your repair online, it is imperative that you call us on 01246 242424 straight away and someone will be on hand to assist you.
To log your repair online please visit our housing repairs portal (opens in a new window).
You can also report non-emergency repairs via one of the below methods –
- By speaking to a customer adviser at one of our contact centres, this can be either over the telephone or in person.
- By email (opens in anew window)
- By writing to us at Bolsover District Council, The Arc, High Street, Clowne, Derbyshire S43 4JY
Please note - when you report a repair please do not make the problem sound more urgent than it is to get a quicker (emergency) response. If you do, we may charge you the cost of the call-out.
When work is going to be done in your home you must ensure that an adult is present in the property for the duration of the appointment, our staff cannot enter a home without someone over 18 years old being there. You need to make sure that our repairs operative can get on with their work safely, please ensure all animals are kept under control and provide a safe, smoke-free working environment for our employees at all times, failure to do so may result in further action being taken. The operative can refuse to work if they feel that their health and safety, or yours, is at risk.
Our staff and contractors will treat you with respect and we expect you, members of your household and visitors to behave in a similar way towards them. Before you let anyone into your home to carry out a repair, inspection, or gas servicing, check their identity card carefully. You can also ask to see their ‘works order’. Make sure it instructs them to do the repair or servicing you are expecting. If you are not sure, ask them to stay outside and phone us on 01246 242424.
Repair Priorities
Emergency
A repairs operative will call out as soon as possible but always within 24-hours (if you call outside office hours, we respond within four hours, subject to meeting the necessary criteria). This applies to work to remove immediate danger to people, avoid serious damage to the property and make the property secure.
Appointment - We will offer appointments up to 15 working days in advance. This is normally for internal work.
Non urgent - We will complete the repair within 30 working days. This applies to work such as minor roof repairs and plaster patching.
Routine - We will complete the repair within 60 working days. This applies to work such as gutter repairs and extensive plasterwork, which are not urgent.
Planned work - Up to 265 working days. We put certain repairs into packages of work that can be carried out all together in an area. For example gas and solid fuel servicing, kitchen and boiler replacements.
Inspections - Any works which we need to inspect prior to ordering, will be dealt with on an individual priority basis.
