When will it be fixed?

We aim to provide a high-quality repair service for all our tenants.  We prioritise them into three categories, each with its own target date for being resolved:

Emergency – within 24 hours

Repairs are treated as emergencies where:

• there is danger to life or limb
• there is major damage to the property
• the property is insecure
• there is loss of space heating or hot water between 1 November and 30 April

What would be classed as an emergency repair?

Urgent – within seven calendar days

Repairs are treated as urgent where work needs to be carried out quickly in order to:

• overcome serious inconvenience to the resident or an adjoining property
• prevent immediate damage to the property
• deal with a potential health and safety risk
• repair space and water heating between 1 May and 31 October

What would be classed as an urgent repair?

Routine – within 28 calendar days

Repairs are treated as routine where no immediate inconvenience, danger or damage is caused and:

• the repair can be done together with other work
• the work may take some time
• different trade skills are involved
• parts need to be ordered or made up

What would be classed as an routine repair?