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Cardiff Council

Repairs to your house

​​​​​​​​​​​We are currently prioritising emergency or urgent council housing repairs only. If you need to contact us about an emergency or urgent repair please call 029 2087 2087.​

If you are reporting an emergency or urgent repair and you are self-isolating or have tested positive for Covid-19 please let us know when you report the repair. ​

If you have an emergency or urgent housing repair appointment booked, and then you test positive or have Covid-19 symptoms before we visit, please let us know by calling 029 2087 2087.​

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While living in a council property you may need to carry out housing repairs yourself or need to report a repair for us to deal with.

Who is responsible for the repair?


You are responsible for:

  • broken glass replacement (unless it is the result of a crime)
  • interior decoration
  • replacement keys
  • damaged locks
  • toilet seats and covers
  • plugs and chains to sinks, baths and basins
  • connection of cookers, washing machines and other appliances
  • internal doors
  • blockages to sinks, baths and basins
  • television aerials to houses
  • rotary lines to houses
  • repair of fixtures and fittings where damage is malicious or through neglect
  • light bulbs (except in communal areas)
  • shelves, coat rails, etc. fitted by tenants
  • unauthorised alterations / DIY 

For further information please consult your tenants handbook​​​​​​​​​​​External link opens in a new window


We are responsible for:

  • maintaining the structure of your home, and
  • ensuring that fittings for water, sanitation, gas and electricity are safe and in working order. 

Reporting a repair


Check who is responsible for the repair

If the council is responsible for the repair to your house, please contact us or call 029 2087 2087.

Once you have reported your repair you will be given a date and time slot. The available slots are:

​​Housing repair time slots available 
​AM 8:30 – 12:30
PM​​12:30 – 16:00
​Anytime​8:30 – 16:00
​School Run​10:00 – 14:00

It would be useful to have a current, valid mobile number as you will receive a text message confirming your appointment. We can also then keep you updated.

Please note that you could be charged if you miss your appointment without cancelling. We require 24 hours notice. 

Categories of repair


When you report a repair we categorise it so that we can prioritise the work that needs doing. Repair categories are:

Emergency Works

2 hours to respond.
24 hours to complete or make safe.


These works typically include: 

  • An uncontrollable leak
  • No electricity to the property (if not caused by a network fault)
  • Security of property
  • Health and safety matters
  • No heating or hot water in the winter months (November - March)


Urgent works

5 working days to complete.


These works typically include: 

  • Electrical repairs
  • Leaks to the water system or radiators
  • Roof leaks
  • Paths which are a health and safety risk
  • Drainage
  • Damage to external walls
  • No heating or hot water in the summer months (April - October).

More information can be found in the tenants handbook​​​​​​​​​​​External link opens in a new window.

Routine works

25 working days to complete.

These works cover everything that is not an Emergency or Urgent repair.

Planned maintenance 

We carry out maintenance to all council homes on an annual basis to replace or renew elements of your home that are coming towards the end of their useful life. 


Examples of planned maintenance are: 

  • external painting and repairs,
  • upgrading of existing central heating systems and boilers,
  • roof renewal,
  • cavity wall tie replacement, or
  • installation of double glazing 


We will write to you providing details of what exactly is going to be done, when it will be done and who will be doing the work. When appropriate a sub-contractor will contact you to arrange an appointment. Our team will also be available to answer any queries you may have. 

Gas servicing


As landlord we are legally responsible for ensuring the safety of tenants and visitors to council properties. 

Your gas central heating must be serviced once a year to keep you and your family safe from gas leaks and carbon monoxide poisoning. 

Regular servicing means it is rare for gas appliances to fail the annual inspection. However, should an appliance fail, arrangements will be made on the spot to ensure your safety and the necessary repairs will be carried out as soon as possible.


Your appointment


We will send you a letter approximately 2 weeks before the date of your gas servicing appointment. 

If the date of your appointment is not convenient then please book an appointment.

Call our Gas Service appointment line on: 029 2087 2087  

Select option 2 to arrange an alternative appointment. 

Please ensure that you give a minimum of 48 hours notice.


Access to your property

You must allow our gas engineers access to your council home for the annual servicing appointment.  

If you do not allow access you will be in breach of the conditions of your Tenancy Agreement. 

All of our engineers are registered with Gas Safe. The engineer who calls at your home should show his Gas Safe ID and registration number. 

When the service engineer has completed a successful service and safety check, you will be provided with a copy of the Landlord Gas Safety Certificate (CP12) for your own records. 

Gas Leaks

We are not responsible for tracing and rectifying gas leaks. If you smell gas contact Transco on:

0800 111 999 


  • Turn the gas off at the meter
  • Open the windows and doors to let the gas fumes out
  • Do not use any naked flames and do not smoke
  • Do not operate any electrical sockets or appliances. 


To help us process your repair please specify at the end of the form a preferred appointment timeslot:

Monday to Friday (8.30-12.30), (10.00-2.00) and (12.30-4.00) or anytime

Also please include any extra details that could help us deal with the issue. E.g. Any special circumstances or damage being caused.