Customer Services
Repairs and improvements
Repairs can be reported by calling our Customer Services Team on 0121 322 7373.
OR, you may report a non-emergency repair by filling out our Request a Repair Form.
Customer Services opening hours are 9am to 5pm, Monday to Thursday and 9am to 4.15pm on Fridays. However, the above number can be used out of working hours to report emergency repairs.
When reporting a repair please give as much information as possible - name, address, telephone number, nature of repair, location of repair, preferred access days etc - so that we can accurately inform a contractor.
All repairs regarding your gas appliances can be reported directly to PH Jones on 0800 111 4682 or 0121 426 2888. If you think you have a gas leak, please call Transco who are available 24 hours a day on 0800 111999.
Repairs and maintenance work is a key priority for Mercian and we are continually striving to improve standards.
There are several types of repairs that Mercian offer. The information below outlines examples of each type of repair and the target completion times.
Responsive Repairs
Emergency repairs (category 0) - target within 4 hours. These are repairs necessary to avoid immediate danger or serious damage to the property and include:
• Water leaking from pipes and tanks
• Total loss of electricity
• Total loss of water supply
Emergency repairs (category 1)- target completion within 24 hours. These are repairs necessary to prevent further or potential damage to the property or follow-up repairs after an emergency, including:
• Leaking roof or radiator
• Blocked or leaking drain or toilet
• Total loss of heating supply between October 1st and March 1st
Urgent repairs - target completion within 5 working days. These are works affecting health, safety and environmental living conditions of residents that cannot wait more than a week, including:
• Toilet cistern not working where more than one toilet is fitted
• Repairs to heating system between March 2nd and September 30th
Routine repairs - target completion within 21 days. These are non-urgent repairs to the property, including:
• Faulty extractor fan in bathroom/kitchen
• Loose toilet seat
• Defective wall/ceiling plaster
• Dripping tap
• Broken fencing
Planned/cyclical maintenance - target completion within 13 weeks. This is programmed work to maintain or improve the general condition of properties, including:
• Bathrooms
• External painting
• Re-roofing
• Kitchen & window replacements
• External doors
The team also deals with building insurance claims for leaseholders and shared owners where applicable. Please note that Leaseholders and Shared Owners are responsible for their own repairs.
Circle energy savers
- Get handy energy-saving tips from our Energy Savers website >
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Mercian Home Matters
Read the latest version of Mercian Home Matters online