Repair priority timescales
We categorise repairs so we can prioritise our work and work most effectively. The categories are as follows:
Emergency
We’ll attend within 24 hours.
We prioritise repairs where we can remove immediate danger to people, prevent flooding or major property damage, secure the property, or restore heating in winter. We also prioritise fixing complete or partial failures of sanitation, water, electrical systems, or heating, as well as situations that cause serious inconvenience or pose health, safety, or security risks.
If possible, we’ll fix the issue right away. If not, we’ll make the situation safe and schedule the follow-up repair as an urgent or routine job during normal working hours.
Examples of emergency repairs:
- Uncontrollable water leaks (usually from a supply pipe, not a waste pipe)
- Broken toilet (if it’s the only toilet in your home)
- Total loss of electricity or water
- Offensive or racist graffiti
- Broken lifts
- Fire or flood damage
- Major structural damage
- Complete loss of heating where no temporary heating is available
- Breakdown of hot water supply or boiler (no means of hot water or heating)
- Exposed wiring (not including appliances unless we provided them)
- Smoke or carbon monoxide detectors not working
Urgent
We’ll attend within 7 days of being reported.
This applies to any instance where we feel your repair needs to be brought forward to meet the needs of your household.
Routine (non-urgent)
We’ll offer the next available appointment, based on our availability at a time that works for you.
Your appointment will be within 28 days.
You can check what repairs are our responsibility and what are yours, here.
120 days
Within 120 days of your repair being raised
Covering repairs such as:
- Major damp preventative measures (like ventilation and insulation)
- Major plastering
- Major refurbishment works
- Non-emergency ground works
Planned works
There are some planned works that, due to their nature, may take longer and we’ll be in touch to book these with you.
Examples of this type of work:
- Pointing of brickwork
- Large areas of concrete or paving if not a trip hazard
- Fencing where our policy applies