Repair Categories

All category times start from when you first report a repair. 

• Emergency Work
• Urgent Repairs
• Non-Urgent Repairs
• Non-Responsive Repairs

EMERGENCY WORK target completion within 24 hours and is not pre-inspected.

Included are all items that could be potentially dangerous to life and limb and to protect the fabric of the building.

• Loss of power / lighting
• Loss of heating
• Loss of water
• Bursts within property
• Secure property
• Blocked drains
• Blocked WC if only one in property
• WC not flushing for elderly and disabled persons
• Re-fix loose handrails
• Gas (no supply, fire/water heater if no alternative source)
• Smoke/Carbon Monoxide sounding

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URGENT REPAIRS target completion within 7 calendar days maximum

• Blocked sinks, baths, basins/WC’s
• Repairs to taps /stop taps-where fittings will not turn off
• Re-fix loose / broken, rotted floor boards
• General electrical repairs to light sockets, switches, partial loss of power, fire and heater elements/extractor fans
• Leaks to waste pipes to internal fittings
• WC flushing cisterns excluding OAP/disabled
• Repair door entry systems
• Communal TV aerial systems
• Overflows
• Blocked surface water drains
• Defective heating appliances – open fires only (where alternative is available)
• Roof leaks including flashings and flat roofs
• Works to pathways for elderly and disabled persons (trip hazard)
• Re-glazing (where property is secure) - single glazed only
• Replace taps
• Repair/replace external door locks/window locks
• Repairs to doors including garage doors
• Underground bursts
• Secure void property
• Gas (central heating/fire/water heater if alternative available)
• W.C. seats replaced for O.A.P./disabled

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NON-URGENT REPAIRS – target completion 60 days maximum (pre-inspect where required within 5 days).

Carry out repair to make the following items usable:

• Boundary Walls
• Brickwork
• Chimney pots
• Communal (shared) areas of flats
• Cupboards
• Dampness or condensation
• Doors
• Downspouts
• Draining boards
• External joinery repairs / painting
• Fascia /soffit boards
• Fencing
• Flashings
• Floors (excluding timber floors)
• Garage doors replacement
• Gates and gate posts
• Gutters
• Immersion heater
• Kitchen fittings
• Line-posts
• Outbuildings
• Paths (excluding OAP/Disabled)
• Plaster
• Rendering
• Rewiring electrical
• Sinks
• Sink units
• Skirting boards
• Internal door locks/latches/sheds
• windows
• W.C. pans - replace
• Wash hand basins - replace
• Wire balloons to soil stacks
• Worktops
• Wall tiles / floor tiles
• Replace double glazed unit

NON-RESPONSIVE REPAIRS – target completion 6 months. 

Improvement work e.g.

• Renew large area of fencing
• Replace concrete path 
• Renew fascia/soffit/gutters to full property
• Re-render dwelling
• Replace canopy 

The above lists are a guide for when you can expect a repair to be done. The Area Manager/Customer Services have the discretion to re-prioritise where circumstances necessitate. For more specific information, regarding repairs, contact the free-phone number 08000 855 808.

When a repair has been undertaken please complete and return the pre-paid repair satisfaction questionnaire to us. We welcome your views on the quality of the repairs service as we are committed to continuous improvement.