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South Tyneside Homes

South Tyneside Homes Putting housing at the heart of South Tyneside Contact us - South Tyneside Homes 0191 423 4000 Fix it 0800 694 6900
Breadcrumbs

When will my repair be carried out?

We aim to carry out your repair as quickly as possible. You can help us by reporting the problem early using one of the many ways we have for you to contact us. This will help you and us get your repair right first time.

We will aim to carry out your repair as quickly as reasonably possible within the timescales and to the service standard for carrying out repairs. We agreed these timescales and standards after consulting with tenants.

The timescales are as follows:

Type of Repair

Repair Standard

Definition

Example

Emergency

Respond in 2 hours

A repair that if not attended to would cause danger to life or property

Roof leaks, loss of heating, loss of mains services, gas, water or electrics
In the twelve month period up to the end of March 2005, we carried out over 6600 emergency repairs

Urgent

Next working day by appointment

A repair that affects customers’ ability to live comfortably in their home

Partial loss of heating, partial loss of electricity
In the twelve month period up to the end of March 2005, we carried out over 19,500 urgent repairs

Routine

Five working days or 20 working days

Non-urgent failed or damaged items that do not adversely affect customers’ use of their homes

Minor plastering repairs, replacement radiators, internal doors and skirting boards etc. – 1 week
Larger repairs, major plastering repairs, or repairs involving specialist or non-stock materials – 4 weeks
In the twelve month period up to the end of March 2005, we carried out over 72,400 routine repairs

Planned

Programme Work: When we promised to do it in the Capital Programme Plans

Cyclical Maintenance or renewal works

Decent Homes Programmes, new Kitchens, electrical rewires bathroom replacements door renewal programmes etc.
In the twelve month period up to the end of March 2005, we improved over 24,900 homes on planned maintenance schemes

Major works

By appointment

Major structural works to individual properties

Floor heave, damp proof course replacements and re-roofing schemes
In the twelve month period up to the end of March 2005, we carried out 282 major works schemes