Repair priorities
All of the repairs reported to us are given a priority. Each one is assessed based on how serious it is, the potential damage it could cause and any vulnerabilities that could be impacted.
- Emergency repairs should be completed within 24 hours - we may not always be able to complete the works, but we will 'make safe'
- Sometimes we may only be able to make safe within the 24-hour time period. Where we attend an emergency and you aren't home, or if we decide it is not an emergency, you may be charged a call out fee
These are repairs that threaten serious harm to people or properties.
This includes (this list is not exhaustive)
- no heating or hot water between 1 October and 31 March where a member of the household has a vulnerability that is severely impacted by not having these services
- Where a home is insecure due to a damaged dwelling door or ground floor window (communal doors that are insecure will be raised on an urgent)
- a severe leak or burst pipe that cannot be contained
- a leak that is affecting the electrics
- an unsafe electrical fitting that is sparking or smoking, or bare wiring
- leaking roof or unsafe structure
- Losing your entire supply of electricity, water or gas, where we have checked there are no issues with the local supplier
- Leak of sewerage
- Complete failure of communal lighting
- Lift outages are attended in 4 hours. Where someone is stuck in the lift, we will attend within 1 hour.
- These are repairs that could cause harm to health and safety if the repair gets worse or is not looked at promptly. In certain cases, we may attend sooner if a household member is vulnerable.
- Urgent repairs should be completed within 7 calendar days
This includes (this list is not exhaustive):
- No hot water or/and heating (if emergency criteria are not met). We may provide emergency heaters if the heating won’t be working for an extended period of time.
- Partial loss of hot water (where the heating is still working). If you or a household member has a medical need to bathe frequently and this is not possible, this may be upgraded to an emergency.
- Partial loss of heating if you or a household member is vulnerable or where it is having a significant welfare impact. If you don’t have vulnerabilities, partial loss of heating is a routine repair.
- Partial loss of water supply as long as there are no problems with the local suppliers.
- Removal of offensive graffiti
- Rotten timber flooring or stair tread
- Blocked drain outside of dwelling (blocked sinks are tenant’s own responsibility).
- Door entry system
- Communal TV aerials
- Partial communal lighting repairs
- Routine repairs should be completed at a time convenient to both the customer and us
- For most other repairs, we will agree an appointment date with you when you report the repair.
- There are some larger or more difficult repairs where we may have to plan the work in a different way. For example, if a repair requires specialist equipment or lots of time, we may plan to do these at a date in the future. Where this happens, we will keep you updated with timescales.