Book housing repairs online
You can book a repair online through Housing Online whenever it suits you. You can choose an appointment time and view your scheduled and completed repairs.
It’s quick and easy to set up.
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Help with booking a repair online
Watch our how-to video or read one of our online user guides
Provide general feedback on your experience with raising a repair online.
Chasing a housing repair
If you need to chase up a housing repair, you can complete our online form by clicking the button below.
We will respond within 5 working days to your request.
Chasing follow on work
If you are awaiting any follow on works from a previous visit or if you have been carded or missed an appointment then please use our online form by clicking the button below.
Our Customer Services Centre is here to help if you’d prefer to talk to an advisor.
01473 432000
- Monday 8:30am - 5pm
- Tuesday 8:30am - 5pm
- Wednesday 9:30am – 5pm
- Thursday 8:30am – 5pm
- Friday 08:30am - 5pm
Urgent repairs
If your repair is urgent, such as the only toilet is not working or there is a safety concern, please call our Customer Services Centre on 01473 432000.
Out of hours
For urgent repairs outside of our usual office hours, please call 01473 433444 and our out of hours team will assess and dispatch a tradesperson.
Examples of repairs timescales
Emergency, 4 hours (5 hours – 5pm-8am)
- Unblock WC
- Leaks
- Non-secure windows and doors
- Investigate major electrical fault
Day, end of the following working day
- Clear gulley and/or rod blocked drain
- Repair lock
- Unblock bath, basin, sink, shower, soil pipe
- Repair hot water cylinder - any type
Urgent, 5 working days
- Repair minor leaks in roof including repointing
- Repair soil pipe
- Repair toilet pan
- Repair tap or stop tap
Routine, 15 working days
- Renew gulley
- Repair, repoint brickwork or blockwork
- Repair internal door and/or frame
- Repair PVCU double glazed window
- Renew overflow pipe
- Repair shower
Planned 60 working days
- Renew drainpipe
- Repair concrete step
- Clean gutters
- Repair gutters/downpipes
- Plaster wall/ceiling
For further information on repairs timescales please refer to the tenant handbook or the Right to Repair regulations.
Gasway - Air Source Heat Pump (ASHP Service)
Gasway provides servicing, maintenance, repairs and installations for air source heat pump (ASHP) heating systems on behalf of Ipswich Borough Council. Gasway also operates a 24-hour, 365-day-a-year breakdown and repair service.
If you experience a problem with your heating or hot water, please contact Ipswich Borough Council in the first instance to report the issue. The Council will arrange for Gasway to attend where required and ensure any necessary repairs are carried out.
During office hours, please contact the Council's Customer Services Repair line on 01473 432000.
For emergency heating or hot water breakdowns outside normal working hours, support is available 24 hours a day, 365 days a year through the Council's Out of Hours Service. Please call 01473 433344 for assistance.
Before you go online or call to book a repair
Please gather as much information about the problem before you contact us to help deal with your problem quickly. Note the type of tap or lock, make and model of shower, source of a leak and check for area power outages or credit on your account for electricity problems.
Please check the Tenant Handbook for details of our repair obligations.
Need technical support?
If you're having technical issues with Housing Online, please complete this online form here.