How we deal with housing repairs

Repair timescales, priorities and responsibilities, actions we take.

All housing repairs are assessed and placed on a priority list.

Repair priorities and timelines

The priority will determine how quickly we can attend to your request.

Emergency repairs

We will aim to get to you within 4 hours. We will make sure it is safe or complete the repair within a further 4 hours.

Examples of emergency repairs include:

  • where there is an immediate danger to life
  • major and/or structural damage
  • uncontainable leaks or flooding
  • no power or water to the property
  • exposed electrical wires
  • unsecured external doors and/or windows
  • tenant locked out
  • no heating and/or hot water
  • fault to the only form of bathing
  • non-functioning toilet

Out of hours repairs

We will aim to get to you within 4 hours. We will make sure it is safe or complete the repair within a further 4 hours.

Urgent repairs

We will aim to get to you within 3 working days.

Examples of urgent repairs include:

  • health and safety risks
  • no heating and/or hot water
  • fault to the only form of bathing
  • blocked or upsurging drains
  • boarding up broken glazing
  • communal lighting repairs
  • collapsed ceilings and floors

For residents of sheltered housing, extra car housing or bungalow, urgent repairs also include:

  • locks
  • replacement light bulbs
  • beeping smoke/heat/carbon monoxide detectors

Routine repairs

We will aim to get to you within 20 working days.

Pest control

We will aim to get to you within 24 hours and complete the work within 20 working days.

Other repairs

Where works are of a larger scale and require more detailed planning, they may take longer to complete.

When the repair is complete

Once we have completed the repair, we will show you the completed work and confirm that you are happy.

If you are dissatisfied with the repair, you will need to contact us.

Telephone: 0300 373 0373, select 'option 4'