Making a complaint about housing disrepair to Cheltenham Borough Homes

If you are a tenant of Cheltenham Borough Homes, both you and your landlord have various responsibilities when it comes to the maintenance and upkeep of your property. As a tenant, you are required to keep the home acceptably clean and tidy, and handle small everyday repairs and maintenance, such as changing light bulbs and bleeding radiators. However, any structural repairs, or repairs that relate to permanent fixtures and fittings, such as plumbing or heating systems, are usually the responsibility of your landlord to fix. Cheltenham Borough Homes have an obligation to ensure, amongst other things;
• A functioning boiler or heating system
• Safe access to gas and electricity supplies
• A home free from penetrating or rising damp
• Functioning guttering and drainage
If you spot something in your home that needs repair, and it falls under your landlord’s responsibilities to fix, you need to contact Cheltenham Borough Homes as soon as possible.

How do I report house repairs to Cheltenham Borough Homes?

You can report a repair to Cheltenham Borough Homes in a number of ways. You can visit your local housing office in person to report the issue, you can write to them, you can email them on or you can call them on 0800 408 0000. For urgent repairs, that put health and safety at risk, it’s important to call the above number so that the request can be processed as quickly as possible, even out of office hours.
When making your repair request, Cheltenham Borough Homes will ask for:
• Information about the repair required
• What problems or issues the disrepair has caused
• Your availability for someone to come and assess or fix the problem
• Your contact details (daytime)
Chelteham Borough Homes will prioritise repairs and that will dictate how quickly the problem should be fixed. They aim to make emergency repairs within a few hours, although follow up visits may be needed for permanent resolution over the next few days. They aim to carry our urgent repairs within five working days and routine repairs within 10-15 working days. Your tenant handbook contains full details about how repairs are categorised and what counts as an emergency.

What if Cheltenham Borough Homes don’t make the repairs within these timeframes?

Under law, Cheltenham Borough Homes have a reasonable amount of time to make the repairs that your home needs. If you feel that they are not taking your disrepair complaints seriously, or they have not carried out adequate repairs and you are suffering as a result, you may be eligible to make a claim against them. Contact CEL Solicitors for a free claim assessment and to discuss your options, on 0808 273 0900 or email