When you contact us to carry out a repair on your home, it will be categorised based on priority. We will carry out repairs to your home as quickly as possible but we have to carry out the most urgent repairs first.
These are repairs that present an immediate risk to safety, security or health and will severely damage the property if they are not dealt with promptly.
We aim to attend within 4 hours to make safe, and complete full repairs within 24 hours. If it is reported out of hours, and depending on the nature of the repairs, we may only make safe and return to complete the work on the next working day.
Examples of emergency repairs include:
Explosions, such as boilers or heaters
Flooding, such as a burst water pipe
Total loss of electricity or water
If you are registered disabled or have a child under 5 with a complete loss of heating or hot water
Faulty main entrance door or windows that mean the property is insecure
These are repairs which need to be carried out quickly but do not pose an immediate risk to your safety or the structure of the building. We aim to complete an urgent repair within 5 working days of you notifying us.
Examples of urgent repairs include:
Failure of lighting in the communal areas
Minor electrical faults (which are significant but not life threatening)
Heating failure (which is significant but will not affect your health)
Glazing - where there is no risk to your security
Minor roof leaks
The toilet is not flushing
Loose sanitary fittings to bath, sinks and toilet pans
Extractor fan problems
These are repairs which do not cause serious inconvenience to you or damage to the property. We aim to complete these repairs within 21 working days.
Examples of routine repairs include:
Broken seals around baths, basins and sinks (except where causing significant damage)
Damage to window seals, handles, locks etc. (where there is no risk to safety)
Carpentry repairs such as floors, skirting, and door
Kitchen unit repairs
Fences, gates and boundary wall repairs
Repairing and cleaning out gutters and downpipes
Repairs to external walls
Minor plumbing works and tap replacements
Minor roof repairs
Faults to door entry systems
Leaking cisterns and plumbing overflows
Minor leaks, blocked drains and pipes
Sometimes we will need to inspect your home before the work can be booked; in these cases, a surveyor will contact you to arrange to visit.