The time taken to carry out repairs depends upon the sort of repair you need. We have four repair priority categories.

In exceptional circumstances a repair may be given higher priority for example where an older or severely disabled person is involved.

A repairs officer won’t normally call to inspect an emergency or an urgent repair which has to be completed within seven days. For non-urgent repairs the work will either be pre-inspected or carried out by Mobile Maintenance Service operatives.

Repair categories 

The timescales that repairs should be completed within start from when you first report the fault.

All repairs will be categorised within one of the priorities listed below, according to their urgency.

Emergency repairs (priority 1)

Completion target: within 24 hours of the fault being reported

These repairs will be completed within the same day if possible, and there’s no pre-inspection. They’re generally for situations where there’s a danger to health, a risk to the safety of the occupant, or danger of serious damage to the property.

Typical examples are...

  • Complete loss of electricity supply
  • Burst pipes
  • Flood/fire
  • Blocked W.C. (if only one in property)
  • Blocked/overflowing drains
  • Complete central heating system failure (Oct-Apr)
  • Locked out of property (re-charge may apply)

There may be instances with emergency where we can only carry out a temporary repair at first, to make sure the situation is safe and secure. We’ll then arrange a follow up appointment (where necessary) to complete the repair. After you’ve reported an emergency repair we request that you stay at your property so we’ll be able to gain access.

Urgent repairs (priority 2)

Completion target: within seven days of the fault being reported

This category of repair isn’t generally pre-inspected. Items within this category are repairs which will prevent further damage - preventing the repair from becoming an emergency, or leading to further deterioration of the building if the problem continues.

Typical examples are...

  • Minor roof damage, not requiring a scaffold
  • Partially blocked drains, waste pipes
  • Unsafe and damaged handrails, stair treads, banisters
  • Loose, broken, rotted floorboards
  • Complete central heating system failure (May – Sept)

Routine repairs (priority 3)

Completion target: within 28 days of the fault being reported

These are generally defects where the repair can be delayed without causing any serious long term deterioration to the building or discomfort /nuisance to the tenant or third parties. They may be subject to pre-inspection.

Typical examples are...

  • Repairs (not replacements) to external paths, fencing and walls
  • Repairs/cleaning out of rainwater goods
  • Tiling repairs
  • Repairs to kitchen fittings
  • Minor plumbing repairs / tap renewals
  • Line post repair /renewals

Non-urgent repairs (priority 9)

Completion target: within 120 days of the fault being reported

These repairs are usually external works, although they can also be larger content internal work which requires a pre-inspection. Whilst being required, they’re not considered urgent enough to fall into the three priority timescales outlined above. 

Typical examples are...

  • Renewal of shed doors
  • Gate renewals
  • Gutter renewals
  • Wall repairs (unless a health & safety issue)
  • Major plastering for example full rooms
  • Full floor screed renewals
  • Kitchen unit replacement
  • Non – urgent sanitary fixture replacement
  • Garage door replacement
  • External wall and verge pointing