Report a Repair
- 0333 3212 200
- 01323 636215 (emergency, out of hours repairs)
Before you contact us to report your repair, or if someone is reporting it on your behalf, please have the following details ready:
- Your name
- Your address
- A phone number on which we can contact you during the day
- Dates and times when someone will be in to allow access
- As much information as possible about the repair, including any special details the person coming to your home should know. For instance, whether you have a disability and need time to answer the door.
Our repairs staff are available Monday to Thursday 8:45am -5pm and 8:45am -4pm on a Friday.
Complete our online form and we will get back to you with an appointment. If it's an emergency please call us direct, using the telephone number above.
The best way to report a repair is to contact us direct via telephone (this is essential if your repair is an emergency)
(Please note all calls are recorded and monitored for training purposes)
Emergency repairs out of hours
If you are calling outside of these hours, for emergencies only, please call our out of hours provider 'Welbeing' on 01323 636215.
An emergency is classified as a situation where action is required to remove a danger to the property, its occupants or visitors, or if there is a risk to the health of someone. The staff member who takes your emergency repair call will be happy to clarify if your repair is an emergency.
Misuse of this emergency telephone service may result in you being charged.
While every effort will be made to rectify the problem with a permanent repair, this may not always be possible, our operative will at the very least make the situation safe and make arrangements for the repair to be completed at a later time.
For Bridgnorth tenantsBridgnorth LibraryListley StBridgnorthWV16 4AW
For Oswestry tenants:The Hub, Oswestry LibraryArthur StreetOswestrySY11 1JR
You can also report a repair at any Shropshire Council customer service point. Please follow this link to find your local customer service point.
When will my repair be done?
Who will carry out my repair?
In some cases when you report a repair we may have to send out one of our inspectors to make a decision on the type of work required, for instance in the case of condensation or damp. If this is the case you will be told when you contact us.
On occasion we may issue some repair jobs onto our overflow contractor.
Everyone who works for, or on behalf of STAR Housing carries an identity card. You should insist that you are shown one before allowing anyone to enter your home. Never let anyone into your home, without first checking their identification. If you are in doubt about the identity of a caller do not let them in, and call your local repairs office. Our staff will be happy to wait while you do this.
Whenever possible we will offer and arrange a morning (8am to 12pm) or afternoon appointment (12pm to 4pm) non-emergency repair work. Inspections are normally arranged between 9.00am - 5.00pm but you we can work around school hours to suit you.
Missed repair appointments cost us money and prevents us from carrying out essential repairs elsewhere. Please help us to help you by keeping to your appointments or calling us to cancel if you cant make it. Where a tenant fails to keep an appointment, we will offer a second appointment. If the second appointment is not kept the repair request will be cancelled. Alternative appointment times can be arranged by exception.
There may be occasions when we will recharge you for the call out and the cost of the repair; for example, if you lose your keys, resulting in the need for a lock change.