When will my repair be done?

We will always complete every repair as quickly as we can. The types of repair are split into four main categories (depending upon the urgency of the work) which each have a maximum target time limit to complete the job.

1. Emergency repair

A repair is an emergency if it threatens your health, safety or security or could cause significant damage to your 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.

You will not have to wait more than 24 hours for a contractor to attend and make safe. Please note that we may have to return at a later date to complete a full repair.

2. Urgent repair

An urgent repair is one that causes inconvenience; affects your comfort and which if left incomplete may cause damage to your 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

You will not have to wait more than seven calendar days for our contractor to complete this type of repair.

3. Routine repair

A routine repair is a fault that causes inconvenience to you but is not urgent and does not pose an immediate risk to your 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

You will not have to wait more than 28 calendar days for our contractor to complete this type of repair.

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.