How long do repairs take?

 

broken glass

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?'

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Tower Hamlets Homes manages housing services for Tower Hamlets Council.

Tower Hamlets Homes is a trading name of Tower Hamlets Homes Limited, a not for profit company limited by guarantee controlled by the London Borough of Tower Hamlets. Registered in England 06249790. VAT Registration No 912 4819 30. Registered Office: Jack Dash House, 2 Lawn House Close, Marsh Wall, London E14 9YQ.