Repair reponse times

When you contact us regarding a repair we will discuss the problem that you are experiencing and give you a response time. Response times are measured from the time you report the problem to us. Priorities are prioritised according to their urgency and risk.

Critical repairs: within 4 hours (Priority P1)

To avoid immediate danger to you or the property e.g., structural wall damaged or insecure ceiling or water in contact with electrics

Emergency repairs: within 24 hours (Priority P2)

To avoid potential further damage to the property and inconvenience to you, e.g. complete failure of heating and hot water during winter months, failure of lighting or electrical sockets, burst pipes, major leaks, ceiling collapse.

Urgent repairs: within 7 calendar days (Priority P3)

Repairs that affect your comfort or convenience, e.g. immersion heaters not working (when another form of water heating is available), loss of heating in one or two rooms, minor water leaks, faulty electrical switches or sockets.

Essential repairs: within 14 calendar days (Priority P4)

Repairs that could normally wait but where the resident is vulnerable and a routine repair of 31 days would be unreasonable, e.g. less urgent but cannot wait 31 days (i.e. minor repairs affecting your comfort or convenience).

Routine repairs: within 31 calendar days (Priority P5)

Repairs that can generally wait, with only slight inconvenience to the resident, e.g. minor problems with toilets, baths, sinks, doors or windows sticking, plaster repairs, brickwork and other non-urgent internal and external repairs.

Planned/cyclical repairs: specified date (Priority P6)

Generally these are programmed repairs planned in advance which we will confirm with you before going ahead e.g. replacement kitchens, bathrooms, boilers, doors.