Black Country Homeforce is our in-house repairs and building maintenance team that operates throughout the Black Country.
If you are a BCHG customer, you can report a repair by:
- Using our digital service - you can use the service to report non-urgent repairs. You will need to activate a separate repairs account.
- Emailing us at homeforcejobs@bchg.co.uk 24/7
- Calling us on 0300 555 0302, from 8.00am until 5.00pm.
Emergencies can be reported 24 hours a day, 7 days a week and will be attended within 24 hours. These include anything else that makes the property dangerous or insecure to live in. For emergency repairs please call 0300 555 0302.
For all gas and gas central heating repairs you can also get in touch via 0300 555 0302.
If your CO alarm is constantly sounding, call Cadent on 0800 111 999 and follow their instruction.
When you report a repair by telephone or through via email you will be given an appointment on a day and time to suit you. We will do our best to complete your repair the first time we visit but if we can't, we’ll agree a date for a follow up visit.
More information is explained in our Value Based Service Standards, in addition to our Repairs and Maintenance Policy on what you can expect from us - this also tells you what is classed as emergency, urgent or routine repair.
Helpful guides and toolkits
Frequently Asked Questions (FAQs)
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How quickly will my repair be completed?
The timescale depends on how urgent the repair is:
- Emergency repairs: within 24 hours
- Urgent repairs: within 7 calendar days
- Next convenient appointment: within 28 calendar days
- Planned repairs: we aim to complete these within 92 calendar days
- Capital replacements, such as kitchens and bathrooms: we aim to complete these within 183 calendar days
For emergency repairs, we may carry out a temporary repair or make the area safe first, with further work completed afterwards.
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What counts as an emergency repair?
An emergency repair is something that presents an immediate danger to you, other people or the property, or puts your health, safety or security at risk.
Examples include an unsecure door or window, a water leak that cannot be contained, total loss of electricity or water, major structural damage, or complete loss of heating during winter where there is no alternative source of heat. Emergency repairs should be attended and completed within 24 hours, although this may initially involve making the situation safe.
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What is an urgent repair?
Urgent repairs are problems that don't present an immediate danger but could significantly affect your comfort or the condition of your home. These will be attended to and repairs completed within 7 calendar days.
Temporary measures may sometimes be used to manage the problem until the full repair can be completed.
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What appointment times are available?
For non-emergency repairs, BCHG offers the following appointment windows:
- Morning: 8:00am to 12:45pm
- Afternoon: 12:45pm to 5:45pm
- Avoid school run: 10:00am to 2:00pm
- All day: 8:00am to 5:45pm
If you are unable to take time off work, appointments can also be arranged on request up to 6:00pm on weekdays and 12 noon on Saturdays. BCHG also provides a 24-hour emergency repairs service.
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Which repairs am I responsible for?
BCHG generally looks after the structure and exterior of your home and installations it is responsible for, including areas such as plumbing, heating and electrical systems. Residents are responsible for some minor repairs and maintenance, as well as damage caused through misuse, neglect or deliberate or accidental damage.
Resident responsibilities can include things such as standard light bulbs, plugs and chains, garden maintenance, some floor coverings and repairs to items you have installed yourself.
Full guidance is available via our Repairs and Maintenance Policy available on our Transparency and Publications page.
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What happens if BCHG can't access my home for a repair?
It's important that you allow access for agreed repair appointments. If BCHG cannot gain access after two confirmed visits because nobody is home, the repair may be cancelled and you may need to arrange another appointment.
Where a repair relates to health and safety or compliance, or materials have already been ordered, the repair may remain open while BCHG tries to rearrange access. BCHG will take individual circumstances into account and make reasonable adjustments where possible
