Update on repair timescales
Due to national supply issues with building materials, it is currently taking our repair partner Wates longer than usual to obtain these for some repair and maintenance works.
We are working closely with them to respond as quickly as possible to our tenants' requests for non-emergency repairs and maintenance.
This may result in your repair being delayed as we must prioritise emergency repairs. We are working hard to minimise any disruptions or delays and apologise for any inconvenience caused. Thank you for your patience.
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 priorities as follows:
To find out more contact email@example.com
Emergencies will be responded to within 4 hours of being reported. These are repairs that are a danger to health or safety, or those that may cause serious damage to the property. 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 the property 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 2 working days at a time and date convenient and agreed with you.
These repairs will be carried out within a maximum of 20 working days of the repair being reported, but we aim to complete them within 10 working days. 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 – 6pm (Last slot 4pm-6pm)
• Saturday – 8am – 12 Noon
(except for Bank Holidays and Christmas)
Once you have booked a repair you will receive a text confirmation and will receive reminders of the appointment that you have made.
Gas heating 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 (2) temporary electric warm air heaters to use.
During the summer months (01 May to 31 October) we aim to complete repairs within 5 working days.
During the Winter months (1 November to 30 April) we aim to repair within 7 working days
Who to contact for further advice
Please see our contact details in the panel on the right of this page.
For more information on repairs please take a look at our tenants repairs handbook which can be found here (PDF 2MB)