How we prioritise repairs

Our service standards state we will:

Provide an emergency repairs service 24 hours a day, 365 days a year
Complete repairs within the following timescales: - Emergency repair - within 24 hours; all other repairs will have an appointment made wherever possible at the first point of call
Tell you what the target timescale is for completing a repair
Offer the facility to track your repairs online
Notify you of any changes to the completion of your repair
Specify the repairs that we are responsible for and repairs that you are responsible for
Recharge tenants for repairs that are their responsibility
Complete repairs on a ‘right first time’ basis

We need to prioritise repairs so that we can help the people who have the most disruption first.

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

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
Toilet not flushing (where there is no other working toilet in the property)
Offensive or racist graffiti.

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If there's a danger to life or property, call our emergency phone line 0333 320 4555. It's available 24/7.