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Repair priorities

Repair priorities

We carry out repairs in line with our published repair priorities which have been agreed with tenants. The more urgent the work, the quicker it will get done.

When you report a repair we will give you a deadline for the work according to how urgent it is. We aim to complete all repairs within the timescales we have published

Emergencies

We class jobs that are very urgent as emergency repairs. This includes repairs that are a threat to your health and safety or a risk to a property. Some jobs are classified as an emergency if there is a new born baby, elderly or disabled person living in your home.

Emergency jobs include:

• No heating or hot water during the winter months (1st September – 30th April);
• Main electrical fuses;
• Damaged caused by fire, flood or explosion;
• Insecure doors and windows;
• Blocked toilets (where there is only one toilet in the property);
• Abandoned or damaged empty properties;
• Defective or unstable chimney stacks; and
• Collapsed ceilings.

Our deadline for responding to emergency repairs is 24 hours.

We will always try and complete the job straight away, but there may be times when we are unable to do this - for example, we may need to get spare parts. On these occasions, we will make the problem safe and try to provide a temporary solution. For example, if you report a broken window in the middle of the night, we may have to board up the window and return when it is light to reglaze it. If we need to come again we will contact you to make an appointment.

Urgent repairs

We aim to complete urgent repairs in 5 working days. Examples of urgent repair work includes the following jobs:

• Minor leaks, leaking overflows, dripping taps and other minor plumbing;
• Blocked toilet (where there is an alternative toilet in the property); and
• Dangerous timber flooring (when not a health and safety issue).

Non urgent repairs

Examples of non urgent repairs include:

• Reglazing a broken window;
• Minor joinery repairs;
• Electrical work (where there is no issue over health and safety); and
• Repairs to kitchen worktops.

Non urgent repairs will be completed within 15 working days.

Planned maintenance repairs

Depending on the nature and volume of planned maintenance work we receive, we will respond to your request with either 60 or 120 working days. We will let you know the deadline by letter and a specific appointment will be given for any internal planned works. Examples of planned maintenance work include:

• Roof repairs that are not causing any damage;
• Plastering work;
• Replacing external doors (standard doors) which do not need replacing urgently;
• Replacing internal doors (excluding kitchen and bathroom);
• Pointing work which is not causing dampness;
• Repairing / replacing gutters, rain water pipes, fascias and soffits; and
• Rewires.

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