How we prioritise repairs

Emergency repairs

Emergency repairs are to remove a life-threatening danger or rectify serious damage to the property.

Examples of emergency repairs are:

• Burst pipes, severe roof leaks or flooding
• Unsafe electrical fittings or wiring
• Blocked main drains or blocked soil pipe to the only toilet (not a blocked sink)
• Complete loss of electrical power or lighting
• Complete loss of heating, if there is no alternative source
• Unsecured external doors or windows (unless damaged by you, your family or visitors to your home)*
• Lift failure
• Failure of warden alarm call system
• Offensive or racist graffiti

Urgent repairs

Urgent repairs are serious but not life-threatening.

Examples of urgent repairs are:

• Partial loss of electrical power or lighting
• Loss of central heating (but alternative heating is available)
• Door entry phone not working
• Toilet not flushing (where there is no other working toilet in the property)
• Leaking from water or heating pipe, tank or cistern
• Leaking roof

Routine repairs

Routine repairs are not life-threatening or urgent.

Examples of routine repairs are:

• General plastering/joinery work
• Re-glazing windows

Will I be charged for repairs?

You will only be charged if one of the following circumstances applies:

• You report a repair as an emergency and it isn't
• You do not provide access to the on-call tradesperson
• The repair is necessary because of damage caused by you, your family or visitors*
• You do not keep to your agreed appointment

We will not accept responsibility for paying the bill if you instruct a contractor to carry out the work.

* If damage was the result of an incident of domestic violence or anti-social behaviour, please phone our Repairs Service on 01772 642181