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