Council tenants handbook


Repairs are done by our partner Osborne. You should report a repair online.

When you report a fault, we will decide if it’s an emergency, urgent or a routine repair.

You can also report a repair by calling 0800 915 1215. You can call between 8am and 8pm Monday to Friday and 8.30am to 12 noon on Saturdays.

Emergency call-out service

An emergency call-out service operates outside of usual working hours 365 days a year on 0800 915 1215. The call centre is not in Slough, so please give clear information about your address and problem.

Please note, if Osborne attend and find it is not an emergency, you will be charged for the emergency call-out and the full cost of the work.

Visiting your property

When we visit your property for repairs or an inspection there must be a responsible adult present for the whole visit.

If the only person at the property is under 18 years old, the contractor or council officer will refuse to carry out the work or inspection. You will need to report the fault again.

All contractors and council officers carry identification (ID) cards. You should always ask to see ID before allowing them into your home. Remember: if in doubt, shut them out!

If our contractor or inspector calls and you are not in, they will leave a note to let you know they called. Please call the number given on the note and let us know when we should come again.

All our contractors have been instructed not to smoke in or around our tenants’ homes. We ask you to reciprocate and not smoke in the vicinity of an operative doing works in your home.

Whilst they are working, your home is their workplace. It must be as safe an environment as possible.

If you have a dog or any other animal, you should keep them away from the contractor’s working area.