Dealing with your repair
How long will my repair take to fix?
We want to take care of your repair quickly and efficiently. To do this, we need to prioritise your repair under a category. These are the categories and the timescales we follow to fix repairs:
1. Emergency repairs - We'll visit your home within 2 hours of you reporting an emergency repair and we'll fix the repair within 24 hours. Emergencies are repairs that create a danger to residents or may cause damage to a property. These are typical examples of emergency repairs:
- Blocked or fractured drains.
- Gas escapes.
- Electrical faults (if hazardous).
- Major leaks or bursts.
- Broken glazing. This is responded to as an emergency but it may not always be possible to reglaze your window on the same day if you report the repair after 2pm or if a new double-glazed unit is required. In these cases, we'll board your window until the repair can be completed.
- Toilets that don't flush (when there is only one toilet in the property).
- Total loss of electrical power.
- Total loss of water supply.
- Insecure external window lock or door lock.
2. Three day repairs - These repairs will be completed within three working days of being reported. Typical examples of these types of repairs are:
- Loss of electrical power to part of your home.
- Loss of water supply to part of your home.
- Toilets that don't flush where there are two toilets in a property.
- Blocked sink, bath or basin.
- Taps which can't be turned.
- A loose or detached banister or handrail.
- Minor leaks to any plumbing appliance.
- Roof leaks.
- Overflows running from toilets or tanks.
3. Non urgent repairs - These repairs will be completed within 10 working days from being reported. These are minor repairs that are not urgent but, if left for too long, could cause damage or problems. Typical examples include:
- Loose wash basin.
- Loose taps.
- Loose toilet bowl/pan.
- Guttering repairs.
- Hot water cylinder requiring replacement.
- Immersion heater fitting.
- Repairs to external doors and locks where there is no security risk.
4. Low priority repairs - These are jobs that are 'routine' repairs or replacements and will be completed within 40 working days. These are regarded as low priority because there is no immediate threat to peoples safety or to the structure of the building. Most often these jobs are the result of a fixture or fitting reaching the end of its working life. These are some examples:
- Manufactured joinery including doors and frames that need to be made.
- Replacement of UPVC frames.
- Uneven flagging (if this does not pose a trip hazard).
- Pointing to brickwork.
- Roof work (if the roof is not leaking).
- Plastering repairs.
- Wall tiles.
- Kitchen and bathroom repairs or replacements.