Our Homes

Repair Response Times

Priority 1 - emergency repairs - within 24 hours

Emergency repairs are required when there are serious health and safety and/or security risks, or where immediate work is needed to prevent major damage to your home. In these cases we will raise an order for the contractor to visit as quickly as possible and complete the work or make your home safe within 24 hours.

Serious floods and leaks
Loss of heating and/or hot water between 1st November and 30th April
Loss of cold water supply
Lift breakdowns
Complete loss of electricity
No lighting throughout the home
Exposed wires
Damage to windows or doors which makes the home insecure
Boarding and securing empty properties
Blocked drains or toilets where there is only one WC
Dangerous ceilings, plasterwork and walls
Gas escapes - PLEASE CALL NATIONAL GRID EMERGENCY LINE - 0800 111 999
Any additional works not completed on the day will be reported to the office the following day and treated as Priority 2 (Urgent) or Priority 3 (Routine) repairs. This also applies to emergency work carried out "out of hours".

Priority 2 - urgent repairs - 3 working days

These are repairs which cause immediate inconvenience or discomfort. We aim to complete all urgent repairs within 3 working days. These are examples of this type of work:

Loss of heating and hot water between 1st May and 31st October
Blocked sinks, basins, baths and showers
Leaking roofs, toilets and drains
Repairs to collapsed ceilings and floors •Faulty front or back doors

Priority 3 - routine repairs - 28 working days

Where a repair is needed, but is causing little or no immediate inconvenience or discomfort, we aim to get the work done within 28 working days. For example;

Leaking gutters
Dripping overflow pipes
Sticking doors or windows
Slow draining sinks, basins and baths
Repairs to kitchen units or cupboards
Redecoration following other works or repairs
Roof leaks

Routine communal repairs - 7 working days

We will aim to complete repairs in communal and external areas within 7 days. For example:

Faulty communal lights
Defective entryphone doors