If the repair is our responsibility, we will let you know what priority it has and how long it will take. This will depend on what type of repair it is.
Emergency
A problem which immediately threatens the health safety or security of a tenant or member of the public.
More problems will be considered as emergencies where one or more occupants are disabled, seriously ill, over the age of 70, cares for a baby or a pre-school child.
Examples of emergencies are: total loss of water, electricity or gas (except where cut off by supplier), blocked gas flue, major roof leak, major plumbing leak where water cannot be turned off, collapsed ceiling, blocked external drains, unusable toilet where no alternative is available.
Target Time: within 24 hours of reporting
Urgent
A problem which causes serious discomfort to occupants or is likely to cause serious damage to the property.
Examples of urgent repairs are: plumbing leaks, no hot water, no heating, toilet not flushing.
Target Time: within 7 days of reporting
Routine
This covers most other day-to-day repairs to woodwork, brickwork, plaster, non-urgent plumbing and non-urgent electrical work. The tenant will be advised of the category on the repair order, which is sent to them within one day of reporting the repair.
Target Time: within 28 days of reporting
