Prioritising repairs

Prioritising repairs

Prioritising repairs

Prioritising repairs helps us to respond within an appropriate timescale depending on the nature or urgency of your repair.  We prioritise repairs taking in to consideration any customer vulnerabilities if the nature of your vulnerability means the repair has serious implications on the health safety and wellbeing of our customers.

Emergency Repairs – 24 hours
This is repair work that presents an immediate risk to your health and safety or the fabric of your property. The service is designed to ‘make safe’ so we may not fully complete the repair out of hours unless it is cost effective to do so.

If you need to report an emergency repair outside of office opening times call your local office. Please note this service is strictly for emergency repairs.

Urgent Repairs – 7 calendar days

This is repair work that is not an emergency, but needs completing in order to prevent damage to your property. This type of repair will help overcome serious inconvenience and prevent possible health and safety risks.

Routine Repairs – 28 calendar days

This is repair work that needs attention, but can be carried out at a mutually agreed time. These types of repairs do not pose a threat to your health, safety or risk to the fabric of your home.

Planned Repairs – 180 Calendar days

These are larger and more complicated repairs that are batched by area and carried out in a planned way. For example roofing, brickwork, guttering or kitchen replacements. Doing these repairs in this way ensures we achieve value for money. These type of repairs pose no immediate risk to health and safety or the fabric of your home.

In addition, as a landlord we have a legal responsibility to carry out certain checks in our properties and buildings. For example annual gas safety checks, electrical safety checks or quarterly fire alarm testing. You must allow us access to your home to carry out these important checks. If you need to book your gas service or electrical testing appointment please contact 0800 5877 809.