We have priority timescales for the different types of repairs you may report. The timescales are based on the urgency of the work.
Find out about reporting a repair.
A repair that could cause danger to life or property if not attended to immediately.
We will aim to make it safe within 4 hours, and, where possible, complete a repair.
Examples of an emergency repair:
- uncontainable flooding
- water on electrics
- broken heating (between 31 October - 1 May)
- insecure properties
Please note: we may charge you if a repair that was reported as an emergency turns out not to be so.
Repairs that affect your ability to live comfortably in your home.
We will aim to repair within 1 or 3 working days in accordance with government guidelines
Examples of an urgent repair:
- power failure
- unsafe power or lighting socket/fitting
- broken heating (30 April and 1 November)
- total or partial loss of water supply
- blocked toilet, sink, bath or basin
- tap which cannot be turned
- insecure external window, door or lock
These are repairs that are non-urgent and don't adversely affect the use of your home.
The estimated repair time is within 20 working days.
Examples of a routine repair:
Planned programme repairs
These are repairs where we are able to ensure better value for money by including them in a maintenance programme.
We will inform you that your repair has been included into a maintenance programme and will contact you prior to beginning the programmed works.
These repairs will be completed within 3 months.
Examples of planned repairs:
- external brickwork
These repairs are regular and repeated.
- gas servicing
- water hygiene
- electrical testing