Repair timescales

How soon will the repair be carried out?

Priority 1: Emergency repairs (as soon as reasonably practicable and within 4 hours)

 These repairs are an immediate health and safety concern or an emergency hazard. Examples include,

• uncontrollable leaks that are unable to be isolated
• kitchen units if falling/danger of falling off wall
• full broken or missing glazing
• unsafe ceilings

Priority 2: Emergency repairs (as soon as reasonably practicable and within 24 hours)

 These are repairs required to fix any defect or emergency hazard which puts the health or security of you or third party at immediate risk, or which affects the structure of the building. Examples include,

• lack of a water supply
• broken boilers
• electrical hazards such as exposed wiring
• significant leaks
• broken external doors or windows that present a risk to home security
• prevalent damp and mould that is impacting a tenant's ability to breathe
• collapsed floors or ceilings
• widespread mould in all rooms, including a risk room, with an occupant with a respiratory vulnerability.

Priority 3: Urgent Repairs (as soon as reasonably practicable and within 5 working days days)

These are not an immediate emergency but require urgent action. Examples include;

• leaks causing damp and mould to your home
• mechanical extractor fan in internal kitchen or bathroom not working.
• loose or detached banister or handrail if not a health & safety concern
• loose timber flooring or stair tread
• an isolated controllable leak.
• blocked sink, bath, or basin
• significant mould growth in risk room with a vulnerable occupant.

Priority 4: Routine repairs (as soon as reasonably practicable and within 20 working days)

These are routine repairs that do not affect health and safety but do affect comfort and convenience. Examples include;

• replacing a radiator
• repairs to kitchen or bathroom units
• reglazing of doors and windows
• fence repairs
• repair leaking gutters and fall pipes where not leaking into a home
• roof repairs not leaking into a home
• ridge and hip tiles not causing a leak into a home
• missing loft hatches
• small mould patches

 Priority 5: Larger Routine Repairs (as soon as reasonably practicable and within 45 days)

These are larger works that are unable to go into a program of repairs. Examples include,

• renewing guttering
• misted glazing ( if no window programme available)
• full work top replacements
• external doors
• garage doors
• renew timber flooring
• drainage replacements

Some repairs may take longer due to specific circumstances, and these will be discussed on a case-by-case basis with you.

If delays occur due to shortages of labour or materials, we will inform you of delays and will take measures to ensure your home remains safe, providing alternative accommodation if necessary.

Who to contact for further advice

Online: Report a repair

Telephone our customer services team on 01695 577177