Reporting repairs
Please DO NOT use the Report a Repair form for Emergency repairs.
If your repair requires EMERGENCY ATTENTION then TELEPHONE the 24 hour Repairs Line on 0121 322 7373
You may report Non Emergency Repairs by:
- ringing the repair line on 0121 322 7373 during normal working hours or
- by filling out our Report a Repair Form
All repairs regarding your gas appliances supplied by Mercian can now be also reported directly to our Gas contractor, Sureway Gas on 0121 248 7070. If you think you have a gas leak, please call Transco who are available 24 hours a day on 0800 111999.
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.
Please click here to report a repair straight to our Customer Services Team
or call 0121 322 7373 during normal working hours.
For Emergency Repairs - do not email - phone 0121 322 7373 anytime 24 hours.
Repairs by Contractors
Most repairs are carried out by our contractor, Ian Williams, who are currently in a five year contract with Mercian.
All contractors carry identification - always ask to see before you let them into your home.
If in doubt please ring Mercian to confirm identification. Contractors are asked to telephone residents to arrange access or an appointment will be given to you when you report the repair to our Customer Services Team. Once the repair has been completed you may receive a call from our Customer Services Team asking if you are satisfied with the work that has been carried out. It is very important that we carry out these surveys so that we can monitor performance and respond to comments.
If you will not be in when the contractor is due to call please tell Mercian so that a suitable appointment can be made. If the contractor calls and you are not in a calling card will be left asking you to arrange another appointment. If you do not respond the job will be cancelled and you may be responsible for the contractor's costs.
Tenants Repairing Responsibility
You will be re-charged for the repair if it is found to be your responsibility.
Possible items that could be re-charged are:
- Lost keys
- Blown fuses or cartridges in consumer units
- Reglazing a window, except where there has been criminal damage
- Unblocking of sanitary ware
- Abortive calls following appointments
We will take action to reclaim these repair costs if they are not paid.
Aids & Adaptations
If your home needs to be adapted because you have a disability we may be able to help, if funds are available. Any proposed work must have the written support of your GP or occupational therapist. Portable aids and equipment, for example tap turners or toilet seat raisers, are the responsibility of Social Services or the health authority.