Repair categories and timescales
If an emergency occurs outside normal working hours you should telephone the Council's 24 hour emergency service on: 0845 6341212
This service is available to you if there is an immediate danger or risk to you or your home. It may be appropriate to carry out temporary repairs with follow up work being undertaken during normal office hours
Priority One
(a repair will be carried out on the day the repair is reported)
Emergency repairs are those that need to be done when you, your home, or surrounding homes are in danger.
These will normally be carried out within 2 hours of the repair being reported.
- Fire damage
- Severe water leaks
- A total loss of water
- Unsafe gas or electricity
- A gas leak in the home
- A total loss of heating and hot water sometime between November and March
- Blocked toilet or drain (when only one wc in the property)
- Making a property safe after a break-in
- Gain access after tenant has lost keys
- Jetting main drainage system
Sometimes it may be necessary to carry out temporary repairs to deal with the situation and for a full repair to be carried out at a later date.
Priority Two
(within 48 hours of the repair being reported)
Urgent Repairs are not emergencies but need to be carried out quickly in order to prevent further damage or discomfort.
These will normally be carried out within 48 hours of you telling us of the need for a repair.
- A partial loss of water or electricity supply
- A complete loss of heating and hot water sometime between April and October
- A partial loss of heating and hot water at any time of year
- Minor plumbing leaks
- A partly blocked sink
- A blocked bath or basin
- Running overflows
- Leaking hot taps where boiler fired up
Priority Three
(within 5 working days of the repair being reported)
Routine Repairs are non-urgent, everyday repairs which need to be carried out as a result of normal usage.
These will normally be carried out within 5 working days of the repair being reported, unless an inspection is needed.
- Landlords lighting (only one or two lights affected)
- Minor repairs to external doors and window frames
- Minor plastering
- Running overflows in the spring and summer months
Priority Four
(within 10 working days of the repair being reported)
- Small renewals, i.e. wc pans, cisterns and taps
Priority Five
(within 20 working days of the repair being reported)
- Loose or broken gutters,
- Cracked windows
- Dripping cold taps
- Reglazes
Planned Repairs
(Within 40 working days of the repairs/maintenance being reported)
Planned Repairs are non-urgent repairs or general maintenance jobs which will prevent your home falling into serious disrepair.
Most jobs falling into this category are inspected before an order is given to a contractor. Once the inspection has been carried out the work will be carried out within 40 working days.
- Renewal of internal and external doors or windows.
- Renewal of baths, basins and toilets.
- Renewal of kitchen units and worktops.
- Rewiring (where this is not detrimental to health and safety of household).
- Renewal of paths (giving access to front or back doors) fences and gates.
- Repointing.
- Broken fences and gates.
- Badly fitting doors and windows.
- Replacement gutters and down pipes
