I have a repair, how long will it take to get fixed?
To ensure we prioritise the repairs we have to make, response times for repairs are split into four categories - emergency, urgent, routine and minor repairs.
Emergency
- Definition:
- repairs that need immediate attention to ensure the safety of residents or security of property
- Examples:
- total loss of water or electricity, or loss of heating in cold weather
- We will respond within:
- three hours
Urgent
- Definition:
- repairs that need attention to prevent deterioration of the property or undue risk or inconvenience to you
- Examples:
- plumbing leaks, central heating faults, blocked drains, minor electrical faults
- We will respond within:
- two days
Routine
- Definition:
- day-to-day repairs
- Examples:
- minor plumbing, general joiner repairs - e.g. kitchen fittings, internal doors
- We will respond within:
- five working days
Minor
- Definition:
- issues that do not cause discomfort, inconvenience or nuisance
- Examples:
- repairs to plaster work, tiling or kitchen fittings
- We will respond within:
- up to 20 working days
How we will respond
When you report a repair we will tell you what category the repair falls into and when one of our maintenance officers or a tradesperson from our repairs contractor will visit you to fix the problem.
Standards
We will also:
- Take a note of as many details as possible to diagnose the problem
- Give you a reference number
- Contact you in advance if we need to rearrange an agreed repairs appointment
- Aim to complete the repair in one visit
- Ensure all tradespeople carry an ID card
- Carry out regular satisfaction surveys to check we are meeting your expectations
- Carry out inspections of at least 10% of repair work