People would obviously like all repairs to their homes done immediately, but we carry out thousands each year so this is not always possible. Instead, we set target times dependant on what the repair is for and how urgent it is.
There are five categories of repair with different response times. These are:
Emergency repairs (4 hours)
- Loss of heating systems or hot water for elderly, disabled or vulnerable tenants (including children under 3 years) from 31 October to 1 May
- Loss of cold water services for elderly, disabled or vulnerable tenants (including children under 3 years)
- Dangerous electrical faults
- Serious water leaks from plumbing
- Make safe dangerous structures
- Lift breakdowns
- Total loss of security (where we are responsible)
- Making safe repairs to the homes of victims of harassment
- Blocked flues
- Complete lighting failure (where we are responsible)
- Complete public area lighting failure (where we are responsible)
- Loss of electric (where we are responsible)
Emergency - 24 hours
- Clear blocked drains
- Blocked or leaking foul drainage system
- Emergency systems such as emergency lighting
- Toilet not flushing (if the only toilet in the home)
- Specialist equipment such as stair lifts
- Loss of gas supply (where we are responsible)
- Loose and/or dangerous roof tiles or slates
- Loss of heating or hot water during the period between 31 October and 1 May for non vulnerable tenants
Urgent - 7 calendar days
- General plumbing faults such as minor leaks, over flows, blocked sink, bath or basin
- Toilet not flushing (when there is another toilet in the property)
- Urgent repairs to joinery
- Communal TV aerials
- Repairs to rainwater goods
- Urgent roofing repairs due to rainwater penetration
- Initial pest control visit for rats, pharaoh ants or cockroaches only in communal areas
- General electrical faults such as a loss of power to a room
- Unsafe power, lighting socket or electrical supply
- Partial loss of water supply
- Loss of heating and/or hot water between 1 May and 31 October (all tenants)
- Door entry phone systems.
Routine - 28 calendar days
- All other repairs that are routine will be completed within 28 days or within a specified time period if specialist materials have to be ordered.
Yearly
