How we prioritise repairs
We need to prioritise repairs so that we can help the people who have the most disruption first.
Our target response times are:
Routine repairs: 28 days
Urgent repairs: 7 days
Emergency repairs: 24 hours
This is the longest you can expect to wait for a problem to be fixed and we will always endeavour to respond much quicker.
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 are serious but not life-threatening. Examples of urgent repairs are:
- Partial loss of electrical power or lighting
- Loss of central heating (where 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 are not life-threatening or urgent. Examples of routine repairs are:
- General plastering/joinery work
- Re-glazing windows
Where routine repairs are considered to put certain groups of people at risk then we will treat them as being more urgent.
You can report a repair by clicking here.