Repair priorities and timescales (Appendix A)

Emergency/out of hours repairs:

This service is available 24 hours, 365 days of the year.

We will respond within two hours for ‘life and limb’ emergencies such as an uncontainable leak or exposed wiring and will look to complete the emergency element of the repair within four hours.

For properties which used to be owned by Arcon Housing Association, we will complete critical emergency repairs within four hours and other emergency repairs within 24 hours.

We will respond within 24 hours for risk to property, welfare and emergency damp hazard cases. For example, no electricity or water, or no working toilet in the property. We will look to complete the emergency element of the repair within 36 hours.

If we are unable to fully complete your repair, e.g. your heating stops working, we will supply you with temporary heating and raise an urgent or responsive repair to fully rectify the issue.

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

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Urgent repair:

Response within seven calendar days.

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

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Signficant damp hazards:

Will be completed within 10 calendar days.

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Damp inspections:

Will be completed within 10 calendar days of the initial investigation.

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Responsive repair:

Response within 21 calendar days.

For properties that used to be owned by Arcon Housing Association**, these repairs will be responded to within 10 or 20 working days, depending on the nature of the repair.

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

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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.

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Planned Capital Investment Improvements:

We will contact you before the work takes place to let you know when we will be carrying it out.

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Cyclical (repeat) repairs:

We will let you know of due/anniversary dates.

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

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