.jpg)
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:
Emergency repairs – 24hrs
Urgent repairs – within 5 working days
Routine repairs – within 20 working days
Planned repairs – within 50 working days
The timescales are set based on the type of work:
Emergency – danger of immediate structural damage to the building or immediate harm to the tenant. The requirement is to make safe as a minimum, and it may not be possible to complete the full, permanent repair at this time. Find out more below.
Urgent – non-emergency repair jobs that cannot be left as responsive repairs (with 20 working day timescale) and the completion of any works made safe only as an emergency.
Routine – this covers the majority of jobs where there is no immediate urgency and we complete these within a maximum of 20 working days. The work is often carried out sooner than this.
Planned – this category is used for larger repair jobs which require more planning and are usually larger jobs and jobs requiring the co-ordination of more than one trade or larger amounts of materials.
We will always be able to amend a timescale to reflect any tenant vulnerabilities or reasonable adjustments.
These timescales allow us to plan work far better and result in all work being carried out more effectively and often more quickly than we could previously.
What classes as an Emergency repair?
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:
- Leaks or burst pipes
- Loss of some/all power
- Lock changes
- Resetting of fire alarms in Sheltered properties
- Faulty smoke detectors
- Roof leaks
- Blocked toilets
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.
All non-emergency repairs or other non-repair issues should be reported during normal office hours by contacting us via the Six Town Housing App, the contact us page or calling us on 0161 686 8000.
Outside of these times, include over weekend and bank holidays, we operate an emergency repairs service. This service can be accessed by calling our phone number, 0161 686 8000, and pressing 3 for emergency repairs at the prompt.