Repairs

When will work be done

When you report a repair to us, we will ask you some questions about the problem. We can then tell you what priority we have given the repair and how long you may have to wait for us to send someone out.

We prioritise repairs according to how urgent they are. The more urgent, the greater priority it will have. The response time is the time in working days from when you report the problem to us until our contractor completes the job. The response times and priority categories are set out in your Repairs Handbook. Briefly, they are:

Priority E – High-risk emergency: we respond the same day and within 4 hours. This covers any dangerous situation that needs to be contained and is likely to cause serious damage to people or property. For example, flooding, structural damage, or no access to the property.

Priority A – Medium-risk urgent : we complete the work within one working day. This covers a fault causing serious inconvenience or stress to residents or where, if allowed to continue, it will be harmful to the property. For example, loss of communal lighting, no water supply, the only toilet blocked, leaking or not flushing.

Priority B – Low-risk: we complete the work within 3 working days. This is for work where there is a low risk and where the situation is causing inconvenience. For example, blocked sink, bath or basin, no water supply to one appliance, rotten floorboards or stair tread.

Priority C – Low-risk, routine: we complete the work within 7 working days. This is for work where the repair does not cause immediate inconvenience or is not a danger to occupants or the public. For example, re-glazing boarded windows, loose (but not dangerous) tiles, door-entry phone to flat not working.

Priority 2 – No risk, minimal inconvenience, routine repair: we complete the work within 15 working days. This is where the fault is our responsibility but is not causing any immediate danger or undue inconvenience. For example, roof repairs (where not leaking), or repairs to kitchen units.

Priority 3: we complete the work within 60 working days. For example, fencing, paving, or resurfacing where there is no danger or inconvenience.

Priority 4: we complete the work within 120 working days. This is for cyclical maintenance that can be planned a long way ahead, for example clearing out gutters.