How long do repairs take?
When you report a repair to the customer
contact centre you can expect us to give the work a deadline to
make sure we deal with the most urgent repairs first:
When you contact us we will tell you how
long it will take to complete your repair and we will make an appointment with you for the work to be
carried out.
If your repair needs to be inspected first we
will tell you when you call.
Emergency repairs
These are repairs, which if not dealt with
very quickly could cause injury, further damage or major
inconvenience. You can expect us to complete the work within
24 hours or make safe if this is not
possible.
- Homes left insecure because of vandalism,
racial attack or domestic violence
- Blocked drains causing waste water to come back into your bath,
sink or WC, charged to you if due to your negligence
- No cold water supply
- No heating or hot water (15 September - 31 May)
- No electric power or dangerous lighting socket or electrical
fitting
- No communal staircase lighting
- Storm, accident or flood damage to the structure where
dangerous
- Lift fault (where there is only one lift) or no other lift
service each floor
- Blocked rubbish chute
- Glass repair where there is a security or injury risk (this may
be recharged to you if you are expected to do the repair yourself
)
- Removal of offensive and rascist graffiti in resident or
communal areas
- Where failure of block door entry system does not allow
residents or visitors to enter/exit block (temporary repair to
allow access/exit)
Urgent repairs
We aim to respond and complete these types of
repair within 3 working days. Urgent repairs include:
- Partial loss of electric power
- Partial loss of water supply
- Total loss of heating/hot water (1 June – 14 September)
- Partial loss of heating or hot water
- Block door entry phone not working (full repair)
- Tap which cannot be turned off
- Loose or detached banister or hand rail
- Rotten timber flooring or stair tread.
- Loss of communal TV aerial service (outside Christmas
period)
Priority repairs
We aim to respond and complete these type of
repairs within 7 working days. Priority repairs include:
- Minor leaks to internal water services
- Defective individual water services
- Leaking roof
- Individual door entry phone not working
- Broken mechanical extractor fan in kitchen or bathroom
Normal repairs
We aim to respond and complete these type of
repairs within 20 working days. Normal repairs include:
- Renewal or replacement of storage tanks, hot water
cylinders
- Immersion heaters or sanitaryware which are unusable,
unsanitary and not covered by other priorities
- Repair or renewal of waste water pipes, defective ball valves,
faulty taps etc.
- Repairs to broken central heating appliances not covered by
other priorities
- Repairs to wooden floors
- Re-glazing of external windows and doors
- Repairs to blocked and leaking gutters and rainwater pipes
- Minor repairs to external doors, windows and roofs
- Repairs to external rendering, pointing, air vents, etc
- Minor repairs to steps and staircases
- Removal of non-offensive graffiti
Download our factsheet
'How long do repairs take?'