Repair timescales
We categorise repairs into priority one, priority two, priority three, priority four, priority five and planned repairs. We are also guided by the Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994, which sets out qualifying repairs which must be completed within certain timescales.
Priority timescales
Priority One
(within two hours of the repair being reported)
Emergency repairs are those that need to be done when you, your home, or surrounding homes are in danger.
These will 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
- Blocked toilet or drain (when only one WC in the property)
- Making a property safe after a break-in
- Gaining access after a tenant has lost keys
- Jetting of drains
- Complete loss of communal lighting
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.
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 when boiler is fired up
Priority Three
(within five working days of the repair being reported)
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.
- Communal 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, ie: WC pans, cisterns and taps
Priority Five
(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
(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.
- 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).
- Replacement gutters and down pipes
- Replacement paths and fences
Right to Repair
The following repairs must also be completed within specific timescales as set out in the Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994.
Within one working day of the repair being reported:
- Total loss of electrical power
- Unsafe power or light socket or electrical fitting
- Total or partial loss of gas supply
- Blocked flue to open fire or boiler
- Toilet not flushing (if there is only one toilet in the property)
- Leak from a water pipe, tank or cistern
- Insecure external windows, door or lock
Within three working days of the repair being reported:
- Tap cannot be turned
- Loose or detached bannister or hand rail
- Rotten timber flooring on stair tread
Within seven working days of the repair being reported:
- Leaking roof
- Door entry phone not working
- Mechanical extractor fan not working
Awaab’s Law
We must comply with the requirements introduced under Awaab’s Law, which states that all emergency hazards and all damp and mould hazards that present a significant risk of harm to tenants must be addressed within fixed timeframes.
An emergency hazard is defined as a hazard that poses an imminent and significant risk of harm to the health or safety of the occupier and which could cause immediate harm to the mental or physical health or safety of tenants if not addressed quickly. Under Awaab’s Law, emergency hazards must be fixed within 24 hours.
Emergency hazards include, but are not limited to:
- Gas or carbon monoxide leaks
- Broken boilers
- Total loss of water supply
- Electrical hazards such as exposed wiring
- Significant leaks
- Broken external doors or windows that present a risk to home security
- Prevalent damp and/or mould that is having a material impact on a tenant’s health
- Significant structural defects or disrepair
Full guidance on the current requirements of Awaab’s Law can be found on the Government website.