Timescales depend on the type of repair. To help us deal with the most urgent repairs first we have timescales that cover all types of repairs.
Emergency - within two hours
Emergency repairs are classed as 'turn up and make safe' where we will remove the cause of the emergency immediately.
Urgent (priority)
Urgent priority repairs are where the welfare of the resident or the fabric of the property could be compromised if left unattended.
Loss or partial loss of heating or hot water, where no alternative is available, is a qualifying repair under the right to repair legislation.
We are required to respond to the repair by the end of the next working day following the date that the repair was reported.
Urgent (non-priority)
Urgent repairs with lower priority where immediate fixes are not applicable, but when failure to attend could result in a fairly rapid deterioration of the fabric of the building, or where the convenience of the tenant is significantly compromised.
Routine - within agreed timescale
Routine repair and maintenance work and is appointed to be carried out within one of two timescales:
- 25 working days
- 50 working days
Any other tasks, for example, those with weather dependency or requiring to be grouped to form a programme of work, are likely to be treated over longer periods and normally within 50 working days.
Tenants will be notified when the repair has been programmed and a date when the work will be carried out.