Customer Services
When will my repair happen?
Emergency repairs
An Emergency repair will be carried out within 24 hours of being reported.
A repair is an emergency if it threatens health, safety or security or could cause significant damage to a tenants home if it is not tackled straight away. This includes but is not limited to:
- A water leak that cannot be contained.
- Total loss of electrics or water
- Offensive or racist graffiti
- Broken down lift
- Fire Damage & flooding
- Major structural damage
- Serious blockages to main drains or blocked WC if it is your only one
- Complete loss of heating where no temporary heating is available.
Please note that we may have to return at a later date to complete a full repair.
Urgent repairs
An Urgent repair will be carried out within 7 calendar days of being reported
An urgent repair is one that causes inconvenience; affects comfort and which if left incomplete may cause damage to a tenants home. This includes but is not limited to:
- Heating and hot water breakdowns (The contractor will always try to visit within 24 hours but if parts are required to complete the repair a second visit may be needed)
- Minor Leaks and blocked drains and pipes.
- Faulty electrical fittings and minor electrical faults
- Leaking roofs
Routine repairs
A Routine repair will be carried out in 28 calendar days of being reported.
A routine repair is a fault that causes inconvenience, but is not urgent and does not pose an immediate risk to health and safety. This includes but is not limited to:
- Repairs to external walls.
- Repairs and replacement of individual kitchen units
- Replacement of door and window furniture (Where there is no safety or security risk)
- Repairs to plasterwork
- Replacement of wall and floor tiles
- Minor plumbing works and tap replacements
- Repair and clearing of guttering and down pipes
- Minor roof repairs
In some cases response times will be shortened to take account of our customers who are vulnerable or have specific needs, such as elderly or disabled residents or those with very young children.
