When will my repairs be done?
Repair priorities – when will my repair be done?
Different types of repair will be carried out within different timescales, depending on the urgency and risk to health and safety.
We categorise types of repair as follows:
Priority 1: emergency repairs.
Response time: within 2 hours. Completion: within 24 hours.
Examples are: bad leak or flooding, live electrical wires, wet electrics, insecure front door, blocked toilet (if only one toilet in the property), no heating, no hot water.
Priority 2: urgent but non-emergency repairs.
Response time: 24 hours. Completion: 3 working days.
Examples are: overhaul cistern, minor leaks
Priority 3: standard repairs.
Response time: within 3 working days. Completion: within 10 working days.
Examples are: renew kitchen sink or bath, replace flooring.
Priority 4: routine repairs, non-urgent.
Response time: within 5 working days. Completion: within 20 working days.
Examples are: replace kitchen units, fencing.
Priority 5: capital works.
Response time: within 10 working days. Completion: within 30 working days.
Priority 6: planned preventative maintenance and refurbishment works.
Response time: within 10 working days. Completion: within 60 working days.
We recognise that elderly or vulnerable residents will need special treatment in some cases, so we will prioritise their repairs as appropriate.
