We have set targets for the maximum time you should have to wait for a repair to be completed.
Emergency repairs (during working hours)
Target response time: within 2 hours
These are repairs that must be carried out immediately e.g. severe flooding that cannot be contained, no water supply throughout the property or suspected carbon monoxide leak. We will make the property and its occupant’s safe but the actual repair may be carried out at a later date.
Target response time: within 24 hours
These are repairs that must be carried out quickly to remove danger or health and safety risk. We will make the property and its occupants safe but the actual repair may be carried out at a later date e.g. damaged external door or uneven pathway causing a trip hazard.
Less urgent repairs
Target response time: 3 working days
Small less urgent repairs needed to make sure your home is safe and to put right anything that seriously interferes with your comfort e.g. damaged stair riser or broken kitchen light switch.
Non urgent repairs
Target response time: 15 working days
Small simple repairs which are needed to prevent serious inconvenience to you and keep the property in a reasonable condition e.g. dripping tap, kitchen worktop loose or damaged.
Semi planned repairs
Target response time: 60 working days
These are mostly larger non urgent repairs necessary to keep the property in a reasonable condition e.g. replace external door or replace whole roof.