Repairs Categories

We have three categories of responsive repairs and we also undertake programmed maintenance.

Emergency Repairs are repairs to remedy any defect which puts the health, safety or security of a tenant or third party at immediate risk or which affects the structure of the building adversely.

We aim to respond to Emergency Repairs within 24 hours of being notified about the repair.

Emergency Repairs are:

Plumbing:

• Total loss of water
• Burst Water Main
• Flooding
• Total or partial loss of gas supply
• Gas leak
• Blocked flue to open fire or boiler
• WC not flushing (where there is no other WC in dwelling)
• Blocked foul drain, soil pipe or sole WC
• Total heating loss from 31/10 to 1/5
• Hot water loss from 31/10 to 1/5
• Leaking from water or heating pipe, tank or cistern
• Shower not working (where disabled adaptation)

Electrical:

• Total loss of electrical power
• Major fault with electrical supply
• Unsafe electrical fittings - e.g. exposed wiring
• Failure of lift (where there is only one lift)
• Failure of 'warden call' equipment
• Faulty smoke alarm
• Communal lighting (where failure puts health and safety at risk)

Carpentry:

• Insecure external window, door or lock
• Unsafe stairs
• Leaking roof

Bricklayer:

• Impact causing property element to be unsafe

Other:

• Offensive or racist graffiti
• Any other repair which puts the health and safety or security of the tenant or a third part at immediate risk

Emergency Repairs - Out of Hours

We provide an emergency repair service for work that arises out of office hours and cannot wait until the office is open again. Please remember that if the Out of Hours service is called unnecessarily, if you are at fault or if you overstate the seriousness of a repair, you will be charged.

Sometimes, we may only be able to carry out a temporary repair. The work will be completed during normal working hours.

Please give the standby operator as much information as possible. We will refuse some requests, or charge some repairs to you if you are at fault or your behaviour makes it unsuitable to send a contractor to carry out the repair.

Urgent Repairs are 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 escalate. We aim to complete urgent repairs within 1 week.

Routine Repairs are repairs carried out to remedy a defect which can be deferred without causing serious discomfort, inconvenience or nuisance to the tenant or a third party or the long term deterioration of the building.

Note:

We may defer some work or undertake a temporary repair if planned maintenance is due.

We may defer some work or undertake a temporary repair if Decent Homes improvement programme work is due.