Repair timescales

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When you raise a repair with us, we will let you know its priority. This is so you know when you can expect the repair to be attended to. Our timescales are in line with the Right to Repair regulations.


If you prefer, we can book your appointment outside of the timescales given below. Just let us know.

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Emergency repairs
 

Urgent advice for gas leaks

If you have a gas leak, call the National Gas Emergency Services on 0800 111 999 (freephone) immediately.

You then need to open all your doors and windows, and put out all flames (do not do anything which could cause ignition, such as smoke or strike a match). Leave all electrical switches alone, and open any electrical security entry phones or locks manually.

Emergency or urgent repairs must be reported to us immediately (in office hours) by calling 0300 123 4000 (option 3).

If you have an emergency repair outside our office hours, then please call 0808 168 7794.

We will charge for any repairs carried out, which are caused by damage and not normal wear and tear. Please read our Housing Repairs and Maintenance Policy for further information.

We will attend within 24 hours:

  • Gas leaks
  • Power cuts (please check with UK Power Networks first)
  • Bare electrical wiring
  • Electrical fittings coming into contact with water
  • No heating or hot water (between 1 November and 30 April)
  • Burst pipes or storage tanks
  • Overflowing sewage
  • Broken external doors or elevators
  • Damp and mould (if tenant has chronic medical condition)
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Urgent repairs

We will attend within 5 working days:

  • Emergency repairs that we have already made safe
  • Partial loss of electric power or water supply
  • Not heating or hot water (between 1 May and 31 October)
  • Blocked external drains
  • Tap or stop valve that cannot be turned
  • Leaking roof that is containable
  • Door entry phone not working
  • Mechanical extractor fan not working
  • Loose or detached banister or hand rail
  • Rotten timber flooring or stair tread
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Routine repairs

We will aim to attend all other repairs within 20 working days.

If we are not able to schedule your repair when you raise it, we will phone you to book it in at the earliest opportunity.

We we will offer you a morning appointment (8am - 1pm) or an afternoon appointment (1pm - 4pm).

Routine repairs involve non-urgent work where the repair does not cause immediate inconvenience, or pose any danger to the household or general public.

Examples include:

  • Renewing tiles
  • Sealant to bathtubs and sinks
  • Plaster repairs
  • Toilet not flushing (when there is another toilet in the property)
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Long-term planned maintenance work

We will attend long-term planned maintenance work within 90 working days.

We plan works that don't fit into the other categories as part of long-term programmes, as this is most efficient.

Examples include:

  • Servicing gas central heating
  • Painting the outside of your home
  • Repairing fencing
  • Replacing kitchen units and bathrooms
  • Fitting plastic windows
  • Roofing work
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