When will my repair be carried out?
We have priority timescales for the different types of repairs you may report. The timescales are based on the urgency of the work.
For all repairs, please call 0800 694 6900
Repair timescales
The table below shows our repair timescales. Definitions can be found at the end of the table.
Type of Repair |
Example |
Estimated repair timescale |
|---|---|---|
Emergency * |
|
We will attend to make safe within 4 hours, and, where possible, complete a repair. |
Urgent |
|
Within 1, 3 or 7 working days in accordance with government guidelines |
Routine |
|
Within 20 working days. |
Planned programme |
|
Within 6 months. |
Outside normal working hours * |
|
We will attend to make safe within 4 hours, and, where possible, complete a repair. |
* Please note: we may charge you if a repair that was reported as an emergency turns out not to be so.
Definitions
Emergency repairs
A repair that could cause danger to life or property if not attended to immediately.
Urgent repairs
Repairs that affect your ability to live comfortably in your home.
Routine
These are repairs that are non-urgent and don't adversely affect the use of your home.
Planned 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.
Repairs outside normal working hours
This is a repair that could cause danger to life or property if not attended to immediately.
