Repair timescales
We categorise repairs into priority one, right to repair, priority two, three, four, five and planned repairs.
Priority One
(within 2 hrs of the repair being reported)
Emergency repairs are those that need to be done when you, your home, or surrounding homes are in danger.
These will normally be carried out within 2 hours of the repair being reported.
- Fire damage
- Severe water leaks
- Unsafe gas or electricity
- A gas leak in the home
- A total loss of heating and hot water sometime between November and April
- Gain access after tenant has lost keys
Sometimes it may be necessary to carry out temporary repairs to deal with the situation and for a full repair to be carried out at a later date.
Right to Repair
(within 24hrs of the repair being reported)
- A total loss of water
- Blocked toilet or drain (when only one WC in the property)
- Making a property safe after a break-in
- A partial loss of water or electricity supply
- Leaking hot taps where boiler fired up
- Minor repairs to external doors and window frames where it poses a security risk
Priority Two
(within 48 hours of the repair being reported)
Urgent Repairs are not emergencies but need to be carried out quickly in order to prevent further damage or discomfort.
These will normally be carried out within 48 hours of you telling us of the need for a repair.
- A complete loss of heating and hot water sometime between April and October
- A partial loss of heating and hot water at any time of year
- Minor plumbing leaks
- A partly blocked sink
- A blocked bath or basin
- Running overflows
Priority Three
(within 5 working days of the repair being reported)
Urgent, everyday repairs which need to be carried out as a result of normal usage.
These will normally be carried out within 5 working days of the repair being reported, unless an inspection is needed.
- Landlords lighting (only one or two lights affected)
- Minor repairs to external doors and window frames
- Running overflows in the spring and summer months
Priority Four
(within 10 working days of the repair being reported)
- Small renewals, ie: WC pans, cisterns and taps
Priority Five
(within 20 working days of the repair being reported)
- Loose or broken gutters,
- Cracked windows (outer pane only)
- Dripping cold taps
- Reglazes
- Plastering and repointing
- Fencing
- Paths and brick work
- Guttering
- Taps, baths, wash hand basins
Planned Repairs
(within 40 working days of the repairs/maintenance being reported)
Planned repairs are non-urgent repairs or general maintenance jobs which will prevent your home falling into serious disrepair.
- Renewal of external doors or windows.
- Renewal of baths, basins and toilets.
- Renewal of kitchen units and worktops.
- Rewiring (where this is not detrimental to health and safety of household).