Repairs & maintenance
We categorise all repairs into either an Emergency, Urgent or a Routine repair. The nature of your repair will determine the time in which we have to complete the work necessary.
Emergency
This is when there is risk or danger to your health and safety or when a repair is needed to prevent serious damage to your home or a neighbour’s home.
Examples of emergency repairs are:
- Burst pipe
- No heating / hot water
- No power to all sockets
- Sewage back up
- Gas leak - if you smell gas call Gas Emergency number on 0800 111 999 immediately
The timescale for fixing emergency repairs is 24 hours as a maximum, but within 4 hours where possible.
Urgent & Routine Repairs
This is when there is a partial loss of a service to your home that affects your comfort or convenience. If a repair is not carried out it will result in further damage to the property.
The timescale for fixing an urgent repair is 20 working days when routine and 7 days when urgent.
Examples of urgent repairs are:
- Plumbing leak
- Faulty electric fittings
- Loss of heating
- Defective WC
- Defective door entry system
Repair responsibilities
We are responsible for keeping the structure of our properties in good repair as well as the plumbing, electric and heating systems we provide. You, as our tenant, are also responsible for a number of repairs.
Appendix 2 of the Repairs Policy explains who is responsible for different categories of repair.