Repair timescales

We aim to carry out repairs as soon as possible and to complete them within our target times which depends on the type of repair and how urgent it is

Emergency Repairs

We will:

  • Respond within 4 hours and complete within 24hours
  • Where premises are unsafe following vandalism, racial attack or domestic violence.
  • Where the door entry system is faulty and residents or visitors cannot enter or leave the block (we will do a temporary repair to retain building access).
  • Blocked drains forcing water back up into the wash basin, bath, sink or toilet.
  • 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 the property.
  • No electricity.
  • Unsafe power supply, lighting sockets or electrical fittings.
  • No lighting on shared staircases.
  • Storm, accident or flood damage to the building.
  • Faulty lift.
  • Replacing broken glass where there is a security or injury risk.
  • Removing obscene and racist graffiti from shared areas.

Urgent Repairs

We will:

  • Respond and complete within 7 days
  • 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 you cannot turn off.
  • Banister or handrail that is loose or has come away from it’s fittings.
  • Rotten timber flooring or stairs.
  • All non-emergency repairs.
  • Leaking roof, gutters or downpipes, if they are causing dampness in the property.
  • Replacing windows where they are our responsibility.
  • Outside doors and windows that are not safe where this is not an emergency.
  • Loose or broken floorboards where dangerous.
  • Falling plaster where it is likely to be dangerous.

Routine Repairs

We will:

  • Respond and complete within 30 days 
  • Renewing or replacing storage tanks.
  • Renewing any immersion heater or sanitary ware, which does not work or is unhygienic.
  • Repairing or renewing waste-water pipes, faulty ball valves or faulty taps.
  • Repairs to faulty central heating appliances not covered by other priorities.
  • Replacing outside windows and doors.
  • Repairing blocked gutters and rainwater pipes.
  • Minor repairs to steps and staircases.
  • Removing graffiti which is not offensive.
  • All repairs other than those listed above which affect the tenants personal comfort or safety, and which are not the tenants responsibility.
  • Some repairs may take longer than 30 days and may be classified as planned works with a 90 day target.