Repairs with Bron Afon.
We aim to carry out repairs quickly and well. When you report a repair, please help by giving as much information as possible so we can understand the problem better and sort it out with you.
Emergency & Non-Emergency Repairs.
There are some areas of your home that are your responsibility to look after and keep in good condition. Please check our Repair Handbook to know what your responsibility is and what we are responsible for.
We are here to help and we want you to be safe and happy in your home.
Reporting A Repair
You can report a repair by visiting My Bron Afon Portal, or calling us on 01633 620111 if you believe it is an emergency. If you call outside of office hours, at weekends and during national holidays, your call will be diverted to our Out of Hours service.
This service is for emergency or Health & Safety repairs only.
What is an emergency repair?
When there is a serious risk to you or your home, we aim to attend within 24 hours. We carry out emergency work to make a situation safe.
The types of work our emergency teams attend are:
· Severe roof leaks
· Burst pipes/loss of water
· Blocked drains
· Blockage of your only toilet
· Total loss of electrical power or light
· Loss of gas
· Loss of heating in cold weather where there is no other form of heating available (between 31st October and 1st May)
We recognise that vulnerable residents will need special consideration in certain circumstances. The intention of emergency work is to make the situation safe. For example, this may include isolating the water supply when a major leak occurs or to board up a broken window that makes a property insecure. Some minor repairs may be completed at the emergency visit but, if required, any follow up work will be given either an urgent or routine appointment.
Find Answers to Your Repair Questions
If you need information about repairs in your home, our FAQs cover the most commonly asked questions. For further support, visit our self-help guides to learn more about reporting and resolving repairs.
You can report non-urgent repairs and also let us know when you’re available for us to call on either an all day, AM or PM appointment. You can also tell us if we need to avoid the school run. We’ll then contact you to agree an appointment date. If the repair you’ve reported is for work outside of your home, eg. garden fence, and you don’t need to be at home for us to gain access, we’ll leave you a card once we’ve completed the work.
If you have a burst pipe or any other water leak, turn your mains stop tap off to the right, then call us on Freephone 01633 620 111.
If you have no water supply, check with your neighbours if possible and call Welsh Water on Freephone 0800 052 0130
Serious leaks from flats can affect flats below. In line with your contract or lease, when no-one is at home to allow access to investigate, we may gain entry if necessary to carry out emergency work.
To request major adaptations, please contact Call Torfaen on 01495 762200. They may give you advice, prescribe equipment or refer you for extra minor adaptations at this stage. If you need an assessment for other needs, you will be put on a waiting list to be assessed by an occupational therapist. The timescale for this will depend on how urgent your need is.
If you have already made a referral and feel your case needs to be seen more quickly because your situation has changed since your original referral, you should call the Disabled People’s Service at Torfaen Council on 01495 762200
If the problem involves escaping of water (e.g. a burst pipe), you’ll need to try to stop the leak or turn off the water supply as soon as you can to reduce any damage. Stop taps (also sometimes called a stop valve or stopcock) turn off your water supply and are usually found in the following places:
- kitchen sink
- kitchen cupboard
- downstairs bathroom or toilet
- garage or utility room
- cellar
- under the stairs
Turn the valve clockwise to turn off the water supply. It may take a few minutes for the water to stop altogether.
We respect and value you as a contract holder and in return we expect you to respect and value your home. There are times where we fix something that was caused by misuse, abuse or negligence by you, your family, or visitors to your home. In almost all cases we will charge you for this work.
Here are some examples of repairs you could be recharged for if we do the work:
- Deliberate damage to fixtures, fittings, or your home.
- Misuse or vandalism to our appliances in your home.
- Accidental damage caused by your family or visitors to your home.
We recommend you take out home contents insurance to cover accidental damage.
If repair work is needed for this type of damage, we will not do it unless there is a risk to health and safety or it’s covered by the ‘right to repair
Repairs are reported in many ways e.g. contract holders, leaseholders, surveyors and other Bron Afon staff. Jobs are then raised and the repair is investigated and/or carried out. We don’t currently tell all contract holders or leaseholders in the block of reported repairs or when the repair is carried out. You will find details of all the repairs carried out in this period on the Schedule of Repairs included with your invoice.
We are developing our customer portal called My Bron Afon to make it easier to report new repairs and view completed block repairs.
Find Answers to Your Repair Questions
If you need information about repairs in your home, our FAQs cover the most commonly asked questions. For further support, visit our self-help guides to learn more about reporting and resolving repairs.
You can report non-urgent repairs and also let us know when you’re available for us to call on either an all day, AM or PM appointment. You can also tell us if we need to avoid the school run. We’ll then contact you to agree an appointment date. If the repair you’ve reported is for work outside of your home, eg. garden fence, and you don’t need to be at home for us to gain access, we’ll leave you a card once we’ve completed the work.
If you have a burst pipe or any other water leak, turn your mains stop tap off to the right, then call us on Freephone 01633 620 111.
If you have no water supply, check with your neighbours if possible and call Welsh Water on Freephone 0800 052 0130
Serious leaks from flats can affect flats below. In line with your contract or lease, when no-one is at home to allow access to investigate, we may gain entry if necessary to carry out emergency work.
We understand that things change. You can cancel your plan at any time and we'll refund you the difference already paid.
We respect and value you as a contract holder and in return we expect you to respect and value your home. There are times where we fix something that was caused by misuse, abuse or negligence by you, your family, or visitors to your home. In almost all cases we will charge you for this work.
Here are some examples of repairs you could be recharged for if we do the work:
- Deliberate damage to fixtures, fittings, or your home.
- Misuse or vandalism to our appliances in your home.
- Accidental damage caused by your family or visitors to your home.
We recommend you take out home contents insurance to cover accidental damage.
If repair work is needed for this type of damage, we will not do it unless there is a risk to health and safety or it’s covered by the ‘right to repair
Repairs are reported in many ways e.g. contract holders, leaseholders, surveyors and other Bron Afon staff. Jobs are then raised and the repair is investigated and/or carried out. We don’t currently tell all contract holders or leaseholders in the block of reported repairs or when the repair is carried out. You will find details of all the repairs carried out in this period on the Schedule of Repairs included with your invoice.
We are developing our customer portal called My Bron Afon to make it easier to report new repairs and view completed block repairs.