Repair Response Timescales

All repairs are responded to in terms of their necessity, liability and degree of urgency.  Wherever possible, attendance will be at a date and time that is convenient to the tenant; otherwise tenants will be advised of the expected timescales involved.

Emergency Repairs

This class of repair is intended to deal with emergencies which are likely to cause injury or death or substantial property damage. The response target time to attend and make safe is within 4 hours and completion of the repair within 24 hours.

Examples of emergency repairs are fire, flooding/water ingress that can’t be contained, break-in, no heating, no hot water, blocked wc if only one in house, vandalised/broken glazing.

Urgent Repairs

These are faults that may cause inconvenience to a tenant but little possibility of further property damage if dealt with within the specified target time. The response target time is within 3 working days. Day 1 will commence at 9 a.m. the day after the repair is reported and end at 5 p.m. on day 3.

Examples of urgent repairs are faulty light fittings, communal lighting, door entry system, loose roof tiles, running overflows.

Routine Repairs

These are faults that are not hazardous or which cause minor inconvenience to a tenant. The response target time is within 10 working days. Day 1 will commence at 9 a.m. the day after the repair is reported and end at 5 p.m. on day 10.

Examples of routine repairs are damaged fencing, drip at tap, fault with TV aerial, plasterwork.

Complex Repairs

These are repairs which are likely to involve multi-trades and can include jobs requiring time to dry out, removal of asbestos, jobs over a certain value, jobs requiring authority from owners, insurance approval. The response target time is within 20 working days. Day 1 will commence at 9 a.m. the day after the repair is reported and end at 5 p.m. on day 20.