Repair timescales

We’ll respond to emergency repairs within 24 hours of the issue being reported. In some cases, we may attend sooner.

Please note: Only emergency repairs will be attended out of hours. If we attend and the repair is not an emergency, or if we can’t gain access, you may be charged an emergency call-out fee.

Appointments will be agreed at the first contact with us. If you don’t agree to an appointment within 24 hours, then the repair is not an emergency – unless we consider it will impact on the property and requires access.

Examples:

• Total loss of electricity (not caused by the utility supplier)
• Unsafe power or lighting socket or electrical fittings
• Total loss of water supply (not caused by utility supplier)
• Total or partial loss of gas supply (not caused by utility supplier)
• Blocked flue to open fire or boiler
• Total or partial loss of space or water heating between 31 October and 1 May
• Blocked or leaking foul drain, soil stack, or toilet pan (where there is no other working toilet in the house)
• Toilet not flushing (where there is no other working toilet in the house)
• Leaking from water supply, heating pipe, tank, or cistern
• Insecure external window, door, or lock
• Complete loss of lighting to communal areas

Carried out within 3 working days of the report date

Examples:

• Loss to power in some rooms but power in other part of the property
• Loss of water supply to an appliance (but water from other appliances can be used)
• Loss of water heating (between 1 May and 31 October)
• Blocked sink, bath or basin that resident is unable to unblock
• Door entry phone or system not working
• Extractor fan in kitchen or bathroom not working

Completed within 20 working days

Examples:

• Plumber – Undertake repairs that are the landlord responsibility to a toilet, sink or bath
• Electrician – Undertake any repairs or replace individual electrical fittings or replace sealed lights or extractor fans or detectors
• Carpenter- Ease and adjust doors, fit draught excluders, replace locks and door furniture, repairs to kitchen units and skirtings or door frames
• Fencer – Repairs to fences or gates
• Glazier – Replace window ironmongery, service or ease and adjust windows, fit locks and restrictors, replace mastic
• Decorator – Replace tiles
• Repair Inspection – Surveyor or contractor supervisor appointments will be undertaken to diagnose repairs that may become planned repairs. Damp and mould surveys will be attended within 10 working days

Completion date will be based on resource availability. An appointment will be agreed between the resident and surveyor or service provider.

Examples:

• Kitchen or bathroom repair or replacement
• Fencing repair or replacement
• Roof or gutter repairs
• Double-glazing window replacement
• Property or communal door replacement
• Gas boiler or radiator replacement or repairs to ensure sufficient heating
• All adaptations to properties following occupational therapist request
• Works to external or communal areas
• Improvement that require removal of asbestos