Appendix A: header

Header image reading 'Appendix A: Repair priorities and timescales'

Appendix A: Repair priorities and timescales

When you report a repair, we will give it a priority and timescale according to how urgent it is. Our timescales are listed below:

Emergency repair icon

Emergency repair:

Available all day, every day.

For critical emergencies such as an uncontainable leak, exposed wiring, or no heating or hot water, we will respond within 2 hours and aim to complete the emergency element of the repair within 4 hours.

For property or welfare risks like no electricity or water or no working toilet, we will respond within 24 hours and will aim to complete the emergency element of the repair within 36 hours.

If a complete fix is not possible immediately, we will provide a temporary solution. For example, if your heating stops working, we will supply you with temporary heating while we organise a repair to fully correct the issue.

If you suspect a gas leak, you must immediately phone the National Gas Emergency Service line on 0800 111 999.

Urgent repair icon

Urgent repair:

Response within 7 calendar days.

Repairs such as a containable leak or the toilet not flushing.

Responsive repair icon

Responsive repair:

Response within 21 calendar days.

Straightforward non-urgent repairs such as patch plastering or replacement of a kitchen unit.

Routine repair icon

Routine repair:

Response within 90 calendar days.

Complex non-urgent repairs that cannot be left until planned capital investment such as a full replacement kitchen or replacement front door.

Planned improvements icon

Planned improvements (capital investment):

We will let you know before work begins.

Cyclical (repeat) repairs icon

Cyclical (repeat) repairs:

We will let you know of due dates.

Where repeated maintenance or servicing is required. For example, gas servicing, lift servicing, or gutter maintenance.

Home checklist icon

Appointment slots:

Morning: 8am to 1pm

Afternoon: 12 noon to 4.30pm

All day: 8am to 4.30pm

Evening: 4.30pm to 8pm

Avoiding the school run: 9.30am to 2.30pm

We aim to be as flexible as possible however some repairs, due to the time required for their completion, may not be available across all time slots.

Repairs Policy Appendices

All appendices in our Repairs Policy: