We have agreed set response times for each type of repair.
This means emergency repairs will be dealt with quickly but other less urgent repairs will take a bit longer. These categories are a guide only.
The types of repair and target response times are explained below:
Emergency
We aim to assess the problem and make the situation safe within 24 hours
This category includes:
- Gas leaks
- Water leaks where the supply cannot be isolated
- Total loss of mains water or electricity (unless it is a general fault with the supplier)
- Electrical check after leaks and flooding
- Flooding / burst pipes
- Blocked toilet (where it is the only toilet in the property)
- Making secure after a fire or break-in (boarding up)
- Total loss of heating (winter)
- Serious electrical faults
- Anything potentially dangerous or life threatening
Urgent
We aim to assess the problem and start repairs within one week
This category includes:
- Leaking roof
- Loss of heating (partial in winter or total in summer)
- Plumbing faults – blocked waste pipes, overflow problems, shower, toilet cistern
- Urgent isolated electrical faults
- Entry phones
- Faulty appliances
Essential
We aim to complete repairs within four weeks
This category includes:
- Minor plumbing faults
- Minor electrical faults
- Roof leaks
- Replacement components
- Easing sticking doors/windows
Routine
We aim to complete repairs within 30 working days
This category includes:
- Kitchen units
- Doorbells
- Aids and adaptations
- Tiling
- Minor joinery repairs
- Fencing, walls, outbuildings
