Repairs
Out-of-hours emergencies
An emergency repair is one where the fault could cause serious risk to health and safety, or severe damage to your home, if not fixed or made safe straight away.
Emergencies include:
- flooding
- total loss of power
- total loss of heating and hot water
- a blocked bath, basin, or sink, but only if it is surging back uncontrollably
The following are not emergencies:
- partial loss of heating
- no hot water where an electric immersion tank is present
- a broken light fitting, switch, or blown bulb
- minor water leaks
Reporting an emergency
Outside of CETRA’s office hours, please contact 020 7926 6666
If the emergency is a total loss of heating and hot water, you can instead report it directly to CETRA’s gas contractor, Fixly Services:
- Phone: 020 8050 0905
- Email: admin@fixly.org.uk
Non-emergencies should be reported to the CETRA office on the next working day
Please review the repairs manual attached
And information about tap washer replacement.
Reporting heating, boiler, and hot water issues
You can report heating, boiler, and hot water issues directly to Fixly Servies via their tenant portal at fixly.org.uk, or by emailing admin@fixly.org.uk.
The tenant portal lets you report a problem in just two minutes, simply fill in a short form, answer a few questions, and submit. Fixly Services will be in touch the same working day. You can also use the portal to reschedule your gas servicing appointment to a time that suits you.
In an emergency, contact:
- Fixly Services: 020 8050 0905
- CETRA office: 020 7926 7555
- National Gas Emergency Service (for gas emergencies): 0800 111 999
Damp and Mould
Damp and mould are usually caused by excess moisture, cold temperatures and poor ventilation. When a home becomes too cold, moisture in the air settles on cold surfaces such as windows and walls, creating condensation which can lead to mould.
These are simple steps residents can take to help prevent this.
Keep Your Home Warm
Try to keep your home above 14–15°C, as colder temperatures make condensation more likely. A background temperature of around 18°C is recommended where possible.
Improve Ventilation
Open windows daily for at least 10 minutes in the morning and evening.
Keep trickle vents on windows open.
After bathing, showering or cooking, open windows and use extractor fans for 20–30 minutes.
If you notice water droplets on walls or ceilings, please wipe them down
Reduce Moisture in the Home
Avoid drying clothes on radiators or inside rooms.
If drying indoors is unavoidable, keep a window open and use a fan or dehumidifier.
Cook with lids on pots and pans to reduce steam.
Wipe condensation from windows when it appears.
Allow Air to Circulate
Keep vents clear and not covered.
Leave space between furniture and walls to allow airflow.
Avoid blocking radiators with furniture.
Keep Your Home Clean
Regular cleaning can help prevent mould. Wipe down areas where moisture collects, especially around windows, bathrooms and kitchens.
A dry, well-ventilated home is easier and cheaper to heat and helps prevent damp and mould.
Simple rule: keep your home warm, ventilated and dry to reduce the risk of mould.