Repairs And Maintenance


We will repair elements of your home that have been provided by us. This includes items that are no longer working or have deteriorated due to age or reasonable wear and tear. This may include replacements of minor items which are beyond economical repair.

Some repairs will be your responsibility. Please check our repairs handbook before reporting an issue. This outlines issues which are your responsibility and has other guidance for maintenance.

You can report a repair online, by telephone, email, post or via the Tenants Portal or My Ashford app. Please provide us with clear information regarding what is affected and where. We can then assess what is needed and how quickly we can respond.

Improvements, major works and refurbishments

We plan ahead to carry out improvements, major works and refurbishment in our properties. This is generally based on the age and maintenance history of your home. Find out more information on Our Planned Maintenance page.

You may wish to carry out improvements to your home yourself. Please read our Home Improvements information before buying materials or starting works.

We may also be able to make adaptations to your home to improve the comfort of your home. Visit our Disabled Adaptations page for more information.

Gas leak

If you smell gas, please telephone the National Gas emergency service immediately on 0800 111 999. Advice about gas leaks and what you should do is available on the National Grid website.

Visit our Living Safely in Your Home page for advice on gas, electricity, fire prevention, condensation, asbestos, water hygiene and security safety.

Do not allow anyone into your home who is not expected and does not have photo ID. Phone 01233 331111 so that we can check if we have sent a contractor.

Energy Performance Certification (EPC)

An EPC assessment enables a property energy rating to be established and provides the opportunity to identify possible efficiency improvements to a building.

When an EPC is due on your property, you will be contacted to arrange an assessment. Dependent on property size or other factors, it should typically take 40-90 minutes to complete.

We want you to enjoy living in your home. We will carry out repairs and improvements to your home which are our responsibility as your landlord. All works are carried out by approved contractors.

Legal proceedings

Please be advised, Ashford Borough Council does not accept service by electronic means of any legal proceedings. Should you seek to pursue a claim/commence legal proceedings/serve legal documents including Pre-action Protocol letters on Ashford Borough Council, please address your documents to ‘Mr T Mortimer, the Solicitor to the Council & Monitoring Officer’ and either by post or by hand, deliver to the council’s offices set out below:

Ashford Borough Council, Civic Centre, Tannery Lane, Ashford, Kent TN23 1PL.