Prioritisation of repairs

Waiting times and prioritisation of repairs

Prioritising repairs helps us to respond within an appropriate timescale depending on the nature or urgency of your repair. We prioritise repairs by taking into consideration any tenant vulnerabilities and looking to see if the repair has serious implications on the health, safety and wellbeing of tenants.

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 unless it is cost effective to do so. If you need to report an emergency repair outside of office opening times, call your local Gentoo office. Please note this service is strictly for emergency repairs only.

Urgent repairs – 7 calendar days
This is repair work that is not an emergency, but needs completing relatively quickly 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. This type of repair does not pose a threat to your health, safety or risk to the fabric of your home.

Planned repairs – 180 calendar days
These are larger or 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.

Allowing us access to your home at the first attempt helps us carry out repairs efficiently for you and for other customers. We can text you to remind you of your repair appointment, please let us know if you would like us to do this. You can cancel and rearrange your repair online via MyGentoo or by calling us; but it is important that you give Gentoo as much notice as possible.

Please note, you are unable to cancel your annual gas safety check or electrical safety checks. If you need to rearrange these checks, please call 0800 5877 809.