Renting Services
Something not working in your rental? Tell us what's wrong and we'll arrange the repair. First, work out how urgent it is - in a genuine emergency, call the relevant number before you do anything else.
If there's a risk to life, safety or serious damage, call the relevant number below straight away. You can report the issue to us afterwards once everyone is safe.
How urgent is it?
Every report falls into one of three priorities. Match your problem to a card to see how quickly we'll respond - and what to do right now.
Immediately - within hours
A genuine risk to safety, health or serious damage to the property. Call the relevant emergency number first - don't wait for the form.
For example
Within around 24-48 hours
Not life-threatening, but it makes the home hard to live in safely or comfortably and shouldn't be left for long.
For example
Booked for the next available slot
Everyday wear and tear or minor faults that don't affect your safety or your ability to use the home.
For example
Still not sure?
Work down these questions. Stop at the first one you can answer "yes" to - that tells you what to do.
Call 999 straight away. Then let us know once everyone is safe.
Treat it as an emergency - use the National Gas Emergency Service or make the area safe, then call us.
It's an emergency. Stop the supply at the stopcock if you safely can, then report it as Emergency.
Report it as Urgent so we can arrange attention quickly.
Report it as Routine - we'll book the next available repair.
Renting Homes (Wales) Act 2016
Your home must meet Fitness for Human Habitation. The landlord is responsible for the following - and you should report any problems promptly so they can be put right.
The landlord keeps the structure and exterior of the home in good repair - walls, roof, windows and external doors.
Installations supplying water, gas and electricity are kept in proper working order throughout the contract.
Basins, sinks, baths, toilets and the drainage that serves them are maintained in working order.
The installations for space heating and heating water are kept working - important through Cardiff winters.
Working mains-wired interlinked smoke alarms, plus carbon monoxide alarms by fuel-burning appliances.
An EICR at least every five years and an annual gas safety check keep the home electrically and gas safe.
A quick favour
As a contract-holder, reporting issues promptly and clearly is the single biggest thing that speeds up a repair. A few details up front save a return visit.
For non-emergencies, tell us what's wrong and we'll arrange a repair. In a genuine emergency, please call the relevant number above first.
Thanks - we've logged your report and will be in touch about next steps. If this is an emergency, please call the relevant number above.