Repair timescales
General repairs and non-gas heating repairs
Some repairs are more urgent than others. To make sure that the most important ones are done first, the Council has set out its repair priorities as follows:
Emergency repairs
Emergencies will be responded to within 4 hours of being reported.
Please note that if your repair is not a genuine emergency then you may be recharged for our attendance.
Emergency repairs are a danger to health or safety, or those that may cause serious damage to your home. Examples include a serious electrical fault or a major water leak. These will not be carried out by appointment and once reported it is expected that someone will be available at your home to let the operative in to make safe.
Our operatives will attend the repair within 4 hours and if they can complete the repair they will. If not, they will make safe and complete the repair within 20 working days at a time and date convenient and agreed with you.
Routine repairs
These repairs will be carried out within a maximum of 20 working days of the repair being reported.
When you report a ‘routine’ repair you will be able to choose an appointment for that repair to be completed at a time/date suitable for you. Appointment slots will be 2-hours long and will be available during the following times:
• Monday – Friday 8am – 5pm (except for Bank Holidays and Christmas)
Please note that in addition we offer a 24 hours out of hours emergency service for emergencies only. Please note that if your repair is not a genuine emergency then you may be recharged for our attendance.
Once you have booked a repair if you have provided a mobile telephone number you will receive a text confirmation of the appointment that you have made.
Gas heating repairs
Emergency repairs
During the summer months (01 May to 31 October) we aim to complete repairs within 3 working days. If you are classed as vulnerable then we aim to complete the repair within 24 hours, depending on the type of repair and availability of replacement parts.
During the Winter months (1 November to 30 April) we aim to repair within 24 hours subject to the nature of the repair and availability of replacement parts.
In the event of no hot water, we also aim to repair within 24 hours subject to the nature of the repair and availability of parts.
Where a repair cannot be completed on the first visit we will provide you with at least two temporary electric warm air heaters to use.
Routine repairs
During the summer months (01 May to 31 October) we aim to complete repairs within 7 working days.
During the Winter months (1 November to 30 April) we aim to repair within 5 working days
Who to contact for further advice
Online: Report a repair
Telephone our customer servcies team on 01695 577177
For more information on repairs please take a look at our tenants repairs handbook which can be found here (PDF 2MB)
