When you report a repair we will put it into one of three categories that give a maximum time within which the job should be completed.
• Emergency works - within 24 hours
• Urgent works - within 7 days
• Routine works - within 28 days
The following guide identifies the types of repairs that fall within the different priority codes and the timescales for completion.
Emergency works’ time scale:
To complete within 24 hours
These are repairs required to avoid danger to personal safety or serious damage to the building. Sometimes it will only be possible to carry out a temporary repair. These repairs typically include:
- Extensive fire damage, gas leaks, burst pipes, flooding
- Total failure of electricity supply
- Securing external doors or broken windows where security is involved
- Reinstatement of essential services for elderly or disabled tenants,or tenants with very young children
- Removal of offensive graffiti
- Total or partial loss of space or water heating between 31st October and 1st May
Urgent works’ time scale: to complete within 1 to 7 days
These repairs typically include:
- Repairs to the heating or hot water system
- Blocked drains
- Leaking roofs
- Repairs to electrical services
- Reinstatement of or repairs to essential services
- Total or partial loss of space or water heating between 30th April and 1st November
Routine works’ time scale: to complete within 1 to 28 days
These repairs typically include:
- Faulty electrics which are not dangerous
- Minor joinery repairs
- Faulty sanitary ware and plumbing
- General non-urgent repairs
Delays
Your repair may be delayed for the following reasons:
- An inspection is needed before repairs can be done.
- Incorrect information may be on the repair order, requiring that we send an alternative tradesperson
- Your repair needs a new part that is not in stock, and must be ordered or specially made.
- A number of different workers are involved. For example, a new bath may require a plumber, a carpenter and a tiler. It may not be possible for them all to come at the same time.
- If you fail to keep an appointment without arranging for someone else to be there.
If an order needs cancelling please notify the customer service team on 08000 837540 asap. This may be because the problem has rectified itself or job has been done privately etc. If you do not inform the office you may be liable for a recharge, should the contractor attend on that order.
