About home repairs
You can request a repair from us at any time of day, 7 days a week. Repairs are attended by our contractors and are split into emergency, urgent and non-urgent repairs.
Telephone: 01634 333 601 or freephone 0800 073 0073.
Email: housingrepairs@medway.gov.uk.
If an appointment is scheduled for a repair, you will be given a choice of a 2-hour time window. It's important that someone is at home during this time so that works can be completed.
About emergency repairs
To be classed as an emergency repair, there must be significant risk to:
- health and safety
- your property
- other buildings.
Emergency repairs include:
- complete loss of electrical power
- unsafe, broken or missing electrical fittings
- complete loss of gas supply
- blocked, damaged or faulty flues to an open fire or gas appliance
- complete loss of heating or water heating, where there are vulnerable tenants (between 1 November and 31 March only)
- blocked toilet pans, soil stack or blocked foul drain
- leaks from a water supply pipe, heating pipe, tank or cistern
- boarding up broken windows or doors
- loss of heating or hot water in homes for independent living.
Repairs survey
We’d like to hear about your experience with our responsive repairs service. This will help us improve the way we deliver repairs.
The survey closes on Wednesday 31 December 2025.
Take part in our repairs survey
Response times for repairs
Mears
Emergency repairs
We'll attend within 2 hours to make sure that no one is in danger, but the repair may not be completed at that time. The 2 hour deadline also applies to all out of hours call outs. A follow up visit may need to be arranged by the contractor to complete the repair.
Urgent responsive repairs
Repairs will be started and completed within 5 working days, unless agreed otherwise with us.
Routine responsive repairs
Repairs will be started and completed within 20 working days, unless agreed otherwise with us.
Major works repairs
Major repair works (such as renewing a complete set of stairs) will be started and completed within 45 working days, unless agreed otherwise with us.
Once a repair is reported
An appointment will be scheduled with you to carry out the repair.
If you cannot keep your appointment, you must contact housing repairs to rearrange the visit before the original appointment date.
If you miss the appointment, we will leave a calling card if you are not in when we arrive. If we do not hear from you within 7 working days, any non-health and safety related works will be cancelled.
Sureserve Compliance South
Emergency repairs
Requires attendance to make safe (to prevent threat to life or limb or damage to property) within 4 hours and where possible complete on the first visit, with completion of follow-up work to make good within 24 hours.
Urgent responsive repairs
Repairs will be started and completed within 5 calendar days, unless agreed otherwise with us.
Routine responsive repairs
Requires completion within a maximum of 28 calendar days.
Find out more information on gas servicing.
You said, we did
We’re committed to listening to your feedback and improving our service. Here’s how we’ve responded to some of your recent suggestions:
Specific repair appointment slots
We understand life is busy. That’s why we’ve introduced 2-hour appointment windows for responsive repairs so you can chose a slot that works for you.
Who to contact for heating issues
We’ve made it easier to get the help you need quickly.
Option 4 now connects you directly to Sureserve for heating-related queries.
This update is included in all our information packs and Big Door Knock materials, so you’ll always know who to call.