Repair response times

We have target response times for completing repairs according to their urgency.

Emergency repairs (attendance required within 2 hours, with repair to be made safe within 24 hours)

Emergency repairs are those where there is a danger to your health or wellbeing and/or there is a risk of serious damage to the property.  The following repairs are classed as emergencies:

  • Serious flooding / leaks (where a bowl cannot be used for the drip)
  • Total electrical failure
  • Loss of mains water
  • Property no longer secure and/or water tight
  • No heating and/or hot water
  • Blocked toilet waste pipe (if the only toilet in the property)
  • Attending to broken glazing (if the security of the property is compromised)
  • Other health and safety risk.

The emergency service is a ‘make safe’ service, unless the contractor is able to resolve the fault there and then.  Please note you may be recharged if you call out a contractor on an emergency without good cause.

Routine repairs (to be completed in an average of 17 working days)

Examples of routine repairs will include:

  • Minor leaks (where the leak is containable)
  • Faulty taps
  • Repair/replacement of faulty door locks
  • Replacement of cracked WC pans, cisterns, wash hand basins
  • Running overflow pipes and repair or renewal of ball valves
  • Heating / hot water repairs
  • Falling plaster
  • Defective sockets
  • Replastering (minor repairs)
  • Carpentry jobs
  • Repairs to baths, panels, sinks etc.
  • External / internal doors
  • Replacement / repair of wall and floor tiles

Other repairs

Certain repairs may be carried out as part of a planned programme.  These works have a 60-day priority.  

Examples will include:

  • Fencing repairs / replacements
  • Clearance / repair / replacement of gutters
  • Pointing and brickwork repairs
  • Repairs to garden paths
  • Minor roof defects
  • Replacement / repair roof tiles
  • Renewing window frames

Pre-planned works

These are works where we have a yearly programme. Tenants whose properties are on the programme will be contacted direct and a schedule of works will be agreed with a timeframe for completion. 

Examples will include:

  • Cyclical works
  • Kitchen replacements
  • Bathroom replacements
  • Window and door replacements
  • Major roofing works