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Types of repairs

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.

Emergency repair

This is 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 and 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. 

Urgent repair

This is a repair that affects 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 (between 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

Routine repair

This is a repair that is non-urgent and doesn't adversely affect the use of your home.

The estimated repair time is within 20 working days.

Examples of a routine repair:

  • plastering
  • brickwork
  • joinery

Planned programme repair

This is a repair 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:

  • fencing
  • guttering
  • footpaths
  • external brickwork

Regular maintenance 

These repairs are regular and repeated.


  • gas servicing
  • water hygiene
  • electrical testing