Our repairs timescales

 

We aim to carry out repairs as soon as possible within our target times, depending on the type of repair, and how urgent it is.

For repairs where the response time is within 24 hours, our contractors might need to make the repair safe and then come back to complete the repair another time. 

Emergencies - response within 24 hours

  • Loss of heating or hot water between 31 October and 1 May where there is no other form of heating or hot water
  • Total loss of electric power (unless fault due to Statutory Suppliers)                    
  • Unsafe power or lighting sockets or electrical fittings risk to health and safety               
  • Total loss of water supply (unless fault due to Statutory Suppliers)                       
  • Loss of gas supply (unless fault due to Statutory Suppliers)
  • Flooding                
  • Blocked or leaking drain taking sewage from home, soil stack or toilet (if there is no other working toilet in your home)
  • Property insecure as a result of window or door which will not close properly (note: locks are the responsibility of the tenant)
  • Severe leak from water or heating pipe, water tank or cistern                                 
  • Toilet not flushing or blocked (if there is no other working toilet in your home)               
  • Boarding up windows/doors where security is at risk
  • Gas leaks
  • Storm damage
  • Fire damage
  • Graffiti
  • Dangerous structure
  • Tap that won’t stop running
  • Water coming through a roof or ceiling
  • Where the door-entry system is faulty and residents or visitors cannot enter or leave the block (we will do a temporary repair so people can get in and out)           

Urgent– response within 7 days

  • Loss of heating or hot water between 30 April and 1 November where there is another form of heating or hot water available in the property             
  • Loss of some electric power (unless fault due to Statutory Suppliers)                  
  • Loss of part of water supply (unless fault due to Statutory Suppliers)                   
  • Toilet not flushing where there is more than one toilet in the property                   
  • Leak from roof where water is coming into the property, but it is not a health and safety risk
  • Severe mould and dampness
  • Faulty communal TV aerial                                            
  • Loose or broken banister or handrail                                                                          
  • Rotten flooring or stair tread                                                                                          
  • Extractor fan in kitchen or bathroom not working
  • Door entry systems (this excludes the lock to individual unit doors)
  • Blocked sink, bath or basin                                                                                           
  • Taps which are dripping and cannot be turned on or off
  • Minor water leaks from any pipe work
  • Window re-glazing
  • Water hammer (severe knocking from the water pipes)
  • Running overflow 

Routine– response within 28 days

  • General joinery repairs
  • Repairs to external walls, fences and paths which are not a health and safety risk
  • Ease doors and windows
  • Roof and gutter repairs and cleaning
  • Repairs to plaster work
  • Minor plumbing repairs
  • Repairs to tiling
  • Repairs to kitchen fittings
  • Repairs to ironmongery

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