Accessing Council Services:
- You can access advice, or support with using our online services, by phoning 01268 882200 (8.45am to 5.15pm Mon to Thurs, and to 4.45pm on Fri)
- The Kiln Road office will re-open for pre-booked appointments only (9.00am to 4.00pm), these can be arranged on a case by case basis by phoning 01268 882200.
- You can find information and advice on COVID-19 and our 24/7 online services on our Coronavirus information page .
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
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).
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
- Drains & gutters
- Sinks and washbasins
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:-
- Burst or leaking pipes up to the main stopcock
- Shared water tanks
- Shared electrical wiring
- Meter cupboards
- Door entry systems
- Shared heating and hot water systems
- Roof structure and covering
- Outside window frames
- Broken windows in shared areas
You are responsible for:-
- Burst or leaking pipes beyond the main stopcock but within your home
- A water tank in or serving your home
- Electrical wiring in your home
- Electrical and mechanical equipment in your home
- 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.