When will your repair be done?

To ensure that the most urgent repairs can be dealt with as quickly as possible, we prioritise repairs into five categories.

We will tell you the expected response time for your repair when you report it to us.

We always try to take account of residents’ relevant personal circumstances when assessing how quickly we need to carry out a repair, our standard repair priorities are below:

  1. 1. Emergency repairs – within 24 hours
    These are repairs where a delay in fixing them is likely to cause a serious health or safety risk to you or your home. We will quickly make the problem safe and restore essential services within 24 hours. We will then carry out a permanent repair during normal working hours.

  2. 2. Urgent repairs - within 5 working days
    These are repairs which cannot wait for a routine priority appointment and may cause you significant inconvenience or loss of comfort. We aim to respond to urgent repairs within five working days.
    3. Routine repairs – within 21 working days
    These are day-to-day repairs, which do not cause serious inconvenience and can wait a short time before being dealt with.
    4. Programmed works - within 90 days
    Certain non-urgent repairs may be combined together with others so we can limit the inconvenience of multiple visits and carry them out more economically via a program of works in your area. We will advise you if your repair has been put into a program of works and when it is likely to be completed.
    5. Planned Maintenance – within 365 days
    Each year we set aside budget to carry out planned maintenance works. These works will be identified either as a result of a technical inspection or following a review of the age of the component