Got a maintenance issue you want to report to us?
You can do this in a number of ways. Once reported, one of our Housing Team will arrange an appointment for the relevant tradesperson to attend your home and carry out the work.
Ways to Report a repair
Repair Priorities
We operate an appointment-based system for repairs.
When you report an issue, our team will ask questions to gather details, helping us assign the right tradesperson and prioritise the work.
While we aim to book the next available and convenient appointment, emergency or high-priority repairs (e.g. safety risks or potential damage) must be attended to first. If an emergency affects your booking, we’ll notify you and reschedule as soon as possible.
If another appointment is cancelled or access isn’t granted, we may contact you to offer an earlier slot.
Here is how we prioritise repairs:
Emergency Repairs
Vital issues causing immediate risk to health, safety or damage to property. Responded to within 24 hours.
EXAMPLE: Major water leak, total loss of power, blocked toilet (where there is no alternative toilet)
Urgent Repairs
Issues causing inconvenience but not immediate danger. Responded to within 7 days.
EXAMPLE: Toilet blockage (where there is another toilet in the property), broken sanitary fittings, minor leaks.
Routine Repairs
General maintenance tasks that can wait. Responded to within 28 days.
EXAMPLE: Minor plastering, non-urgent joinery works, leaking gutters.
alterations
You must not make any alterations (including improvements) to your home without first obtaining our permission. Call the housing office or complete an Alteration Request form downloadable from this page. Permission will not be unreasonably withheld, unless the alteration will make your home less safe, cost us money to maintain, or reduce the value of the property.
You will also need to comply with planning requirements and building regulations if applicable. For advice on planning requirements please call the government’s planning advice section.
Alteration examples include:
- Changes to your kitchen or bathroom fixtures and fittings;
- Knocking down any walls either inside your home or in your garden;
- Changing fixtures and fittings that relate to water, gas or electricity;
- Installing or moving an oil tank;
- Installing central heating or changing a central heating boiler;
- Changing windows and external doors;
- Erecting sheds or greenhouses or other structures in your garden;
- Constructing a dropped kerb and hardstanding for vehicles;
- Erecting any external aerials (e.g. CB, TV or satellite);
- Fitting additional locks;
- Erecting conservatories or porches.
When leaving your property we expect you to leave it as you found it. We will arrange to inspect your home and assess the condition, durability and safety of any alterations you have made. If the alterations fail to meet our standards, you will be asked to rectify the problem or restore the property to its original condition. If we have to carry out these works, you will be charged for the costs.
PERMISSION PROCESS
- Download or request an Alterations Form then complete and return it to us
- Your request will be considered by the Maintenance Department and a written response will be given with the decision
- If approved your letter may include a detailed specification of what is required to be carried out by you or your chosen contractor
a. A follow-up inspection may also be required by one of our Maintenance Officers to ensure that the works have been carried out as agreed
SAFETY AND INSPECTIONS
- Annual inspections of gas appliances and safety
- Each year you will receive a reminder letter to book an appointment with our heating contractor, SCS
- Failure to make an appointment can result in the gas supply being cut off, with a recharge amount to be paid for it to be reinstated
Regular checks on wiring and sockets
- Ensures alarms and equipment are working properly
Please ensure that we can access your home for these checks, failure to do so could be considered a tenancy breach and legal action taken.
partnerships
Stuart Clague Services (SCS)
Responsible for all central heating repairs and servicing
Contact them directly on 696498 or email chboiler@douglas.gov.im
Repairs & maintenance FAQs
Yes, if damage is caused by neglect or deliberate damage you may be charged.
You also may be charged if you contact the Out of Hours Emergency Response team who send out a tradesperson for a non-emergency for example; loss of power being caused by a faulty appliance – this will result in you being invoiced for their visit
Yes, contact us on 696435 or email housing@douglas.gov.im
If the repair is deemed an emergency which could cause a safety risk or damage to the property you may be asked to arrange for someone to allow our team access to carry out the repairs.
Contact us and we can arrange one of our officers to carry out a visit in your home.
All of our maintenance staff will arrive in Douglas City Council branded vehicles, but sometimes we may use contractors. If you are unsure whether the individual works, or is working on behalf of Douglas City Council, ask them to show their ID badges or ring us on 696435. We will be able to confirm who will be carrying out the works at your property.