Repairs
As your landlord we are responsible for the maintenance of your home, and we aim to fix problems as quickly as possible.
Emergency repair: call 01892 501480 and press option 1.
General repairs including problems with damp and mould:
The best way to report your repair is through the MyHomeOnline customer site, where you can:
- book repairs appointment
- access our diagnostic tool which helps identify the issue
- check your repair history
- find out about planned works such as gas safety checks and bathroom / kitchen replacements.
You can also report a repair by calling 01892 501480 (option 1) or via email repairs.direct@tch.org.uk. You can also use our webchat which is found on the bottom right of this website.
Hot water and heating
For hot water and heating problems contact Swale Heating: 0800 011 3139
For oil and solid fuel heating call Headcorn Heating: 01622 891299
What to expect when you book a repairs appointment
Repairs appointments are available Monday to Friday from 7.30am to 5pm.
Once your appointment is booked, you can opt in to receive our text messaging service that will send you a text message to:
- confirm your appointment shortly after you’ve booked it
- remind you 24 hours before your appointment
- let you know on the day of the appointment when TCH Repairs are on their way to the appointment.
Once your repair has been completed you may receive a call from our marketing research company Kwest Research asking for feedback. The responses are monitored and if you’re unhappy with your repair, we will be in contact to discuss why.
Read our repairs service standard to learn what you can expect from our repairs service.
What type of repair do I have?
Emergency repairs
Emergency repairs are where health and safety or the security of your home could be at risk if not dealt with quickly. We aim to attend and make things safe within four hours.
Routine repairs
These are repairs which do not cause serious inconvenience or risk to you or your home. We aim to complete routine repairs within 20 working days.
Major works repairs
Major works repairs are defined as large time-intensive pieces of work, that are likely to take time to complete.
Major works repairs fall outside the timeframe of a routine repair. They are usually complex repairs that require either a specialist contractor and/or a technical lead to diagnose and then manage the works till they're complete.
Planned maintenance programme
Our planned maintenance programme is work that is carried out on a regular basis. It includes major replacements such as kitchens, bathrooms, windows etc.
You can learn more about our planned maintenance programme here.
You can also find out when major works are expected to your home through the MyHomeOnline customer site.