Repairs and maintenance

Timescales

We categorise repairs into priority one, right to repair, priority two, three, four, five and planned repairs. 

Priority One 

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 two hours of the repair being reported. 

  • Fire damage 

  • Severe water leaks 

  • Unsafe gas or electricity 

  • A gas leak in the home 

  • Gain access after tenant has lost keys 

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. 

  • Repair works for a total loss of heating and hot water between November and March will be carried out within 2 hours for tenants who are registered as vulnerable. For tenants not registered as vulnerable, repair works will be carried out within the same day. 

Right to Repair

We aim to fix these within 24 hours of the repair being reported. 

  • A total loss of water 

  • Blocked toilet or drain (when only one WC in the property) 

  • Making a property safe after a break-in 

  • A partial loss of water or electricity supply 

  • Leaking hot taps where boiler fired up 

  • Minor repairs to external doors and window frames where it poses a security risk 

Priority Two

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 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 

Priority Three 

Urgent, everyday repairs which need to be carried out as a result of normal usage. 

These will normally be carried out within five 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 

  • Running overflows in the spring and summer months 

Priority Four 

(within 10 working days of the repair being reported) 

  • Small renewals, ie: WC pans, cisterns and taps and mould washes.

Priority Five 

We aim to fix these within 20 working days of the repair being reported.

  • Loose or broken gutters, 

  • Cracked windows (outer pane only) 

  • Dripping cold taps 

  • Reglazes 

  • Plastering and repointing 

  • Fencing 

  • Paths and brick work 

  • Guttering 

  • Taps, baths, wash hand basins 

Planned Repairs 

Planned repairs are non-urgent repairs or general maintenance jobs which will prevent your home falling into serious disrepair. We aim to fix these within 40 working days of the repairs/maintenance being reported.

  • Renewal of 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). 

Complaints 

If a contractor has missed your appointment please telephone Customer Services as soon as possible on 01322 343800. 

Unsatisfactory repairs or repair time 

If the contractor fails to complete an urgent repair in time then you may be able to apply for compensation under the right to repair scheme. 

If you are unsatisfied with the quality of repairs please phone customer services on 01322 343800