Celtic Horizons provides repairs at United Welsh homes. They carry out the repairs or work with contractors to maintain roofs, walls, floors, ceilings, windows, external doors, drains, gutters, pipes, gates and external decorations.
They also look after the gas, water and electricity systems, kitchen and bathroom fittings, alarm systems and any shared communal areas around your home.
You must keep your home clean and pay to replace or fix any damages. You are also responsible for basic home maintenance jobs that don’t need specialist trade skills, such as replacing bath or sink plugs with chains, replacing shower heads or changing light bulbs.
If you need support, Celtic Horizons can help and charge payment for the work.
Repair categories
The timescale for fixing an issue at home will depend on what type of repair it is. Here is more information about repairs categories.
Emergency repairs are issues that put your safety and home at immediate risk. Celtic Horizons will respond within 24 hours but aim to attend your home within four hours.
Examples of emergency repairs are:
- Burst water pipes or storage tanks
- Dangerous electrical faults
- Gas escapes
- Insecure doors or windows following vandalism or a break-in
- A person trapped in a lift
- Severely blocked or leaking drains
- No hot water
- No heating
- Toilet not working where there is only one in the property.
If you need an emergency repair outside normal office hours (between 5pm and 8.30am on weekends or bank holidays), please call 0330 159 6080 and press 1 to speak to the out-of-hours team.
Urgent repairs do not pose any immediate danger, so they will be arranged at a time that is convenient for you.
Examples of urgent repairs include:
- Insecure external window, door or lock
- Toilet blocked or not flushing
- Blocked sink, bath or basin
- Tap which cannot be turned.
These are repairs that don’t need attention as quickly as emergency or routine repairs. They will be arranged at a time that is convenient for you, with Celtic Horizons attending your home within 28 days.
Tell us what you think
If you are impressed with the service you’ve had from Celtic Horizons, or you are unhappy with how your repair was managed, please tell us.
Escalating a complaint
If you are unhappy with our response to a complaint about repairs, speak to the Public Service Ombudsman for Wales, who are impartial and independent.
They have legal powers to force a landlord to quickly fix a problem, and can look at complaints where we have:
- Not carried out repairs at your home
- Delayed dealing with requests for repairs
- Missed appointments
- Failed to sort out a repair problem that you have reported within a reasonable time.
Claim management companies
Some disrepair claim management companies and solicitors offer to help fix problems for residents if they are not satisfied with the service they have received.
You have a right to go down this legal route, but please be aware that it is a lengthy and costly process with no guarantee that you will win.
- The Ombudsman is unlikely to take up a complaint if you pursue the legal route
- Cases can take up a lot of your time and can generate significant court fees that you may have to pay if you are unsuccessful or if you withdraw your claim.
- If you win, you may have to pay the solicitor or claim management company, either through fees or by giving them a percentage of your compensation
- If you lose, you may have to pay United Welsh’s costs for defending the case.
To make a personal compensation claim against United Welsh, please complete this form. Please note that you can only use this form if you have not engaged with a solicitor.
Advice and information
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