Repair timescales

We aim to carry out repairs as quickly as possible. How long it takes depends on the type of repair and how urgent it is. Below is a breakdown of our target response times.

Emergency repairs

Target: Respond within 4 hours and complete within 24 hours

We class a repair as an emergency if it poses an immediate risk to your safety or may cause major damage to your home. Examples include:

  • The home is unsafe due to vandalism, a racial attack or domestic violence.

  • Faulty door entry system preventing access in or out of the building (we will carry out a temporary repair to restore access).

  • Blocked drains causing water to back up into sinks, baths or toilets.

  • No cold water supply.

  • No heating or hot water between 30 September and 31 March.

  • Toilet not flushing, if it is the only toilet in your home.

  • Complete loss of electricity.

  • Unsafe power supply, lighting sockets or electrical fittings.

  • No lighting in shared staircases.

  • Storm, accident or flood damage to the building.

  • Faulty lift.

  • Broken window glass that poses a security or safety risk.

  • Obscene or racist graffiti in shared areas.

Urgent repairs

Target: Respond and complete within 7 days

These repairs may not be emergencies, but they need to be dealt with quickly to prevent further problems:

  • No electricity to part of your home.

  • No water supply to part of your home.

  • No heating or hot water between 1 April and 30 September.

  • Door entry system not working (full repair).

  • Tap that you can’t turn off.

  • Loose or detached banister or handrail.

  • Rotten floorboards or stairs.

  • Non-emergency roof, gutter or downpipe leaks that are causing damp.

  • Replacing windows we are responsible for.

  • Unsafe doors or windows (not an emergency).

  • Loose or broken floorboards posing a hazard.

  • Dangerous falling plaster.

Routine repairs

Target: Respond and complete within 28 days

These are less urgent repairs that still affect your comfort or the condition of your home:

  • Replacing storage tanks.

  • Replacing broken immersion heaters or sanitary fittings that don’t work or are unhygienic.

  • Repairs to wastewater pipes, faulty taps or ball valves.

  • Faults with central heating not classed as urgent.

  • Replacing outside windows or doors.

  • Clearing blocked gutters and downpipes.

  • Minor repairs to steps or staircases.

  • Removing non-offensive graffiti.

  • Any other repairs that affect comfort or safety but are not the tenant’s responsibility.

Planned works

Some repairs may take longer than 28 days to complete. These are considered planned works and will be completed within 90 days. We will let you know if your repair falls into this category.