When prioritising repairs, we will take any vulnerabilities into account – for example, health conditions.
Emergency repairs
Response time: 24 hours
An emergency is defined as something which could cause danger to someone’s health and safety, or cause serious damage and destruction to property, home or building. Emergency repairs will be carried out within 24 hours of being reported.
The person carrying out the emergency repair will make the situation safe so that urgent or routine work can then be carried out.
Same-day emergencies
Examples of emergencies that will be responded to on the same day include:
- A total loss of electrics to the whole home or block
- Unsafe power – for example, sparks from electrics
- A total loss of mains water supply
- An uncontainable leak – for example, a burst pipe or water tank, or any leak that is affecting electrics or could cause damage to the home
- A blocked toilet caused by a blockage in an external drain, when there is only one toilet in the home. There will be a recharge if we find that the blockage is in an internal drain
- Fire, flood or structural damage – your home will be made safe, and further repair work will then be scheduled if required
- Severe roof damage – for example, which makes your home unsafe or vulnerable to damage, or causes a risk to the public
- Unsecured home – for example, a broken ground floor window (this will be made safe and boarded if needed, further repair work will then be scheduled if required), or broken door locks. There will be a recharge if the damage was caused by a tenant.
24-hour emergencies
Examples of emergencies that will be responded to within 24 hours include:
- A blocked or overflowing sewage drain
- A partial loss of electrical power or light – for example, cooker and fridge sockets or multiple lights not working. If only one socket is not working, this is an urgent job and not an emergency, unless the outlet is for a medical appliance.
- No hot water during winter months (between 31st October and 1st May) – for example, an immersion heater not working
- A partial loss of water– for example, no water to your bathroom, but water in your kitchen
- A loose or detached stair handrail, where there is a risk of injury to the public
- A rotten timber floor or stair tread, where there is a risk of injury to the public
- An unsecured external main door to a block – for example, hinges, handles or door closers damaged. This is a same-day emergency if the door could fall on someone.
Urgent repairs
Response time: five working days
If a repair seriously affects your comfort it will be treated as an urgent repair.
Examples of urgent repairs that will be responded to within five working days include:
- Some lighting sockets or electrical fittings not working – but if just one out of five sockets in one room is not working, this is a routine repair not an urgent one
- All heaters not working
- A blocked or leaking drain that is not causing damage
- A blocked toilet caused by a blockage in an external drain, if there are other toilets in the home. If there is only one toilet, then this is a same-day emergency. There will be a recharge if we find that the blockage is in an internal drain
- A leak from a water pipe, tank or cistern that is not causing damage
- A leaking roof that is not causing damage
- Damage to an external window causing the home to be unsecured. If the window is on the ground floor, this is a same-day emergency
- An overflow running onto a footpath. If this is in the winter months (between 31st October and 1st May) then it is a same-day emergency.
- Shower not working – unless you also have a bath, in which case this is a routine repair.
Routine repairs
Response time: 20 working days
A routine repair is any other repair to your home.