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 |
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 |
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 |
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. |
Major works |
By appointment |
Major structural works to individual properties |
Floor heave, damp proof course replacements and re-roofing schemes |
















