Types of repairs and response times

We class a repair as an emergency when it involves a fault that puts your health, safety or security, or that of anyone else, at immediate risk, or when it affects the structure of your building.

We aim to fix emergency household repairs within 24 hours.

Examples:

• blocked flue to open fire or boiler
• total loss of heating or hot water during the winter season
• blocked toilet which will not flush (where there is no other toilet in the property)
• blocked foul drain, soil pipe or toilet (where there is no other toilet in the property)
• serious water leak
• unsafe electrical fittings, for example exposed wiring
• insecure external window, door or lock
• unsafe stairs
• serious roof leak

We class a repair as urgent when the issue doesn’t pose an immediate risk to your health, safety, or security, or that of anyone else, but still needs to be fixed quickly to prevent the risk from increasing.

We aim to fix urgent repairs within 3 days.

Examples:

• leaking or faulty radiator valve
• faulty extractor fan
• defective cistern or overflow
• faulty communal TV aerial

We classify a repair as routine when it can be delayed without causing you or anyone else discomfort, inconvenience or nuisance, and without leading to long‑term damage to the building.

We aim to fix routine repairs within 16 days.

Examples:

• dripping/leaking taps or shower units
• general joinery repairs, for example floor boards, work tops, internal doors
• kitchen fittings
• easing of doors and windows and repairs to door/window furniture, for example handles
• plaster work
• tiling (including floors)
• garage doors
• fences (only if they border a public highway, playing field or path)
• blocked or broken guttering

We aim to fix a gas/carbon monoxide uncontrollable leak within 2 hours.

We class a repair as an emergency when it involves a fault that puts your health, safety or security, or that of anyone else, at immediate risk, or when it affects the structure of your building.

We provide an emergency response service 365 days a year and 24 hours a day.

Summer (May to October):

We aim to fix an emergency repair within 12 hours.

Winter (November to April):

We aim to fix an emergency repair within 4 hours.

Examples:

• 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

We aim to fix a vital repair within 1 day.

We class a repair as urgent when the issue doesn’t pose an immediate risk to your health, safety or security, or that of anyone else, but still needs to be fixed quickly to prevent the risk from increasing.

We aim to fix an urgent repair within 3 days.

Examples:

• containable water leak
• radiator not heating fully
• total or partial loss of heating between 2 April and 1 November

We classify a repair as routine when it can be delayed without causing you or anyone else discomfort, inconvenience or nuisance, and without leading to long‑term damage to the building.

We aim to fix a routine repair within 7 days.

Examples:

• adjust time clocks or programmers
• balance system
• one radiator not working
• heating not switching off
• all follow-on works following an initial repair visit