Types of repairs and how long they take

We deal with different types of repairs depending on how urgent they are.

Emergency repairs

Emergency repairs are issues that present an immediate risk to safety or serious damage to the property. We prioritise repairs that affect safety, security or essential services.

Examples include:

  • gas leaks
  • no water
  • no electricity
  • dangerous wiring
  • water in electric.
  • risk of a wall, floor, or ceiling collapsing

For both emergency general and gas emergency repairs, we aim to visit you within 4 hours. We will complete the repair or make your home safe within a further 4 hours.

Urgent repairs

Urgent repairs are issues that present an immediate risk to safety or serious damage to the property. We prioritise repairs that affect safety, security or essential services.

Examples include:

  • no heating in winter
  • no hot water
  • a leaking water pipe
  • the only toilet in the home not working
  • part loss of water supply
  • a roof leak
  • water damage affecting electrics

For urgent general repairs, we aim to visit you and complete the repairs within 3 working day.

For urgent gas repairs, we aim to visit you and complete the repairs within 1 working day.

Routine and non-emergency repairs

Routine and non-emergency repairs, are issues that do not present an immediate risk but still need to be fixed.

Examples include:

  • minor leaks
  • repairs to fixtures and fittings
  • routine maintenance
  • dripping taps
  • broken light fittings
  • minor wall cracks
  • kitchen cupboard repairs
  • gutter repairs
  • loose handrails

For a routine general repair,  we aim to visit you and complete the repairs within 20 working days.

For a routine gas repair, we aim to visit you and complete the repairs within 28 working days.

For pest control, we aim to visit you within 24 hours, and complete within 20 working days.

Some repairs may require more than one visit – for example, if parts need to be ordered.

What completed on time means

A repair is counted as completed on time if it is finished within the target timescale for that type of repair.

For emergency repairs, this may mean the issue has been made safe within the target time.

In some cases, especially for emergency repairs, we may carry out temporary work to make the issue safe before completing a full repair.