We are committed to making sure our residents live in well maintained, warm and secure homes.
When a repair is needed, it is important you know what we determine your repair to be as we have different time frames to fix an emergency repair compared to a general repair working with our contractor Gas Call Services.
We are committed to carrying out repairs within these time frames (see below for definitions):
Summer (May-October):
- Gas / carbon monoxide / uncontrollable leak - 2 hours
- Emergency - 12 hours
- Urgent - 3 days
- Routine - 7 days
Winter (November-April):
- Gas / carbon monoxide / uncontrollable leak - 2 hours
- Emergency - 4 hours
- Vital - 1 day
- Urgent - 3 days
- Routine - 7 days
Check before you call
If you experience a loss of heating, please double check that your meter hasn't run out of credit or if you have a wireless room thermostat, check the batteries haven’t died – these can often be the main problems for heating not working.
Understanding the difference between emergency, urgent or routine repairs
Sometimes how we define your repair may be based on the type of repair needed or what your personal needs may be.
We define repairs into these main categories:
1. Emergency repairs
Definition: We class emergency repairs as any repair required to fix any defect which puts the health, safety or security of a resident or third party at immediate risk or which affects the structure of the building.
We provide an emergency response service 365 days a year and 24 hours a day.
Examples of an emergency repair could include:
- Uncontrollable water leak
- Total or partial loss of gas supply
- Report of fumes
- Leaking oil tank or pipework
- Total or partial loss of heating between 31 October and 1 May
- Repair request from a sheltered scheme
- Repair request from a vulnerable tenant
- Repair request to attend a communal heating site
2. Urgent repairs
Definition: Repairs to remedy a defect that does not cause immediate risk to the health, safety or security of a tenant or third party and although therefore not an emergency, still needs to be carried out quickly to ensure that the risk does not increase.
Examples of urgent repairs, include:
- Containable water leak
- Radiator not heating fully
- Total or partial loss of heating between 2 April and 1 November
3. Non urgent or routine repairs
Definition: Repairs carried out to remedy a defect which can be deferred without causing discomfort, inconvenience or nuisance to the tenant or a third party or the long term deterioration of the building.
Examples of repairs, includes:
- Adjust time clocks or programmers
- Balance system
- One radiator not working
- Heating not switching off
- All follow on works following an initial repair visit
Please note: Requests for checks on the adequacy of a heating system and requests to instruct residents in the use of boiler controls will be carried out are arranged at a mutually convenient time and this may be within 20 working days.
Peace of mind if major repairs are needed at your home
Sometimes the type of repair needed in your home may require your electricity, gas or water supply to be turned off so we can carry out essential repairs. If this happens you should expect at all reasonable times to have:
- A toilet and washing facilities’ including hot water, where applicable and cold water at the end of the working day
- Loss of electricity not exceeding four hours
- Cooking facilities’ to be provide at the end of the working day
- Heating facilities must be maintained – this could include the provision of temporary heating
How to report a repair