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Report a repair
You can report a repair to us online
You are responsible for carrying out minor repairs. These include clearing blocked pipes or replacing items such as tap washers, toilet seats, sink and bath plugs or electrical bulbs and fuses.
We will carry out larger repairs on your property and estate.
Or you can call us on 0800 012 1080, lines open 24 hours.
On 26th November our contractors changed so please do not use the Westward phone number anymore.
For all repairs and enquiries contact us directly on:
Freephone: 0800 012 1080 or call 01792 488288 local rate from your mobile
Email: customerservicecentre@gwalia.com
If you live in sheltered accommodation, you can also report your repair to the Scheme Manager.
Repair response times
|
Job priority |
Target time | Examples |
|
(E) Emergency repairs and (Eooh) Emergency out of hours repairs:
When your health and safety is at serious risk. |
Immediate response and no later than 2 hours. Completed or made safe within 24 hours. |
Burst pipe or flooding |
|
(U) Urgent repairs: Repairs affecting your comfort or convenience that do not cause a danger. |
Started and completed within 3 working days. |
Loss of heating or hot water Leaks or partial loss of water supply Broken door entry system |
|
(R) Routine repairs: Repairs that will not have a serious effect on you or the property. |
Started and completed within 15 Working days (21 calendar days) |
Minor floor repairs Day-to-day repairs to gutters, roof and outside walls Kitchen and bathroom repairs Broken kitchen or bathroom fan Broken TV aerial (if provided by us) Minor work to outside brickwork, rendering or internal plaster |
|
(X) Client defined Non urgent repairs described to us by the client. |
Within the specified time period given by repairs advisor. |
Rotten fascia boards Damage to gutters and downpipes Damaged fencing or gates Garden drainage problems |