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: 20 days
Urgent repairs: 5 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

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 (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

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.