Reduced Services

Coronavirus (COVID-19) Update

In line with social distancing advice and to protect residents and staff the Council has taken the decision to close the Council offices to the public until further notice.

Whilst the offices are closed to visitors, you are still able to access services and information from this website 24/7.

Information and advice on coronavirus (COVID-19) and how to access Council Services during this period can be found on our Coronavirus information page

We ask that all residents #StayHomeSaveLives – see a Message from the Leader of the Council

Water, Gas and Electricity

If you are a Council tenant we are responsible for keeping in good repair the supply of main services within your home – these are electricity, gas and water. This includes

  • Council supplied fixtures, fittings and appliances for making use of the supply of water, gas and electricity.
  • Repairs to the essential supply of utilities within the home

Below are some commonly asked questions related to water, gas and electricity with some useful guidance provided:

What happens if my electricity or gas does not work? 

If you have a key or card meter for your gas or electricity, firstly check that you have enough credit on your meter.

  • If you do have enough credit - contact our repairs service on the numbers at the foot of this page as there may be a fault. Please only use the out of hours service in the case of an emergency.
  • If you do not - purchase extra credit.

What happens if there is a power failure?

If you pay for any utilities directly via periodic bills please check that you are not in any arrears with your account.

  • If you are - contact your supplier as soon as possible to discuss the situation.
  • If you are not in arrears - please contact our repairs service on the numbers at the foot of this page as there may be a fault. Please only use the out of hours service in the case of an emergency.

Please be aware that it is your responsibility to pay all your utility bills, except where specific charges are levied as part of your rent service charges.

What happens if my boiler fails?

If you are experiencing loss of heating or hot water this may be as a result of a fault with your boiler. Please contact us on the numbers at the foot of this page. Please only use the out of hours service in the case of an emergency. 

What should I do if I suspect a gas leak?

All suspected gas leaks should be firstly reported to National Grid UK on the freephone number 0800 111999.

National Grid UK (formerly Transco) will visit free of charge and investigate the problem.

If it is found that there is a defect with one of the Council’s appliances or pipework, you should contact us on the numbers at the foot of this page. Please only use the out of hours service in the case of an emergency. 

Problem with the mains water supply

If the problem is to do with the mains water supply in the first instance contact Essex and Suffolk Water:

Enquiries about water services: 0345 782 0999

Enquiries about bills: 0345 782 0111

Website: http://www.eswater.co.uk/

Problem with the mains sewer supply

If the problem is with the mains sewer please contact Anglia Water in the first instance.

For water and sewerage queries (24hr service) - 08457 145 145

To report a leak - 0800 771 881 (Please ring as soon as possible).

Website: www.anglianwater.co.uk 

If you are in any doubt about whom to contact, please call us on the numbers at the foot of this page for further advice. Please only use the out of hours service in the case of an emergency. 

You may also find it useful to refer to the following sections of our Reporting Repairs Guide for Tenants [pdf] 709KB

  • Water services
  • Overflows
  • Drains & gutters
  • Toilets
  • Sinks and washbasins
  • Baths

Information for leaseholders

If you are a leaseholder the responsibilities for repairs are different from those of tenants. The following list provides an indication of the general split of responsibilities between the leaseholder and the Council. These may vary based on your lease agreement.

The Council are responsible for:-

Plumbing

  • Burst or leaking pipes up to the main stopcock
  • Shared water tanks

Electrics 

  • Shared electrical wiring
  • Meter cupboards
  • Door entry systems

Heating

  • Shared heating and hot water systems

Other

  • Roof structure and covering
  • Outside window frames
  • Broken windows in shared areas

You are responsible for:-

Plumbing

  • Burst or leaking pipes beyond the main stopcock but within your home
  • A water tank in or serving your home

Electrics

  • Electrical wiring in your home
  • Electrical and mechanical equipment in your home

Heating

  • Your central heating and hot water systems
  • Servicing gas boilers

You pay towards the cost of repairs that the Council is responsible for via the annual service charge. Please look at the terms and conditions of your own lease as there may be different conditions that affect responsibility.

What are winter fuel payments?

A winter fuel payment is an annual payment made by Central Government to help people aged 60 and over with their winter heating bills.

The amount payable changes each year and is dependant on your individual circumstances.

For further information please visit the Winter Fuel Payments Guide on the Government Website.

Who to contact

During office hours - by telephoning Tenancy Services (Repairs Section) on 01268 882326.

Outside office hours – by telephoning the out of hours service on 01702 332062.