We prioritise repairs based on the level of urgency and severity of the issue. We also take additional needs and vulnerabilities into account when we’re prioritising repairs. If there’s anything we need to know when planning your repair, for example, if you’re unwell or have a disability, please tell us when you report it.
Emergency repairs
Emergency repairs are for situations where there's an immediate threat to your safety or home, such as structural damage or a major water leak.
We aim to send an operative to your home within 4 hours to make the area safe and complete the repair within 24 hours. We might need you or a neighbour to wait at home for us to arrive so you can give us access to your property.
If the issue has caused damage to other parts of your home, we may need to follow up with additional repairs.
In a fire, you should call 999. If you smell gas, call the National Gas Emergency Service immediately on 0800 111 999.
Urgent repairs
Urgent repairs are for situations that need attention to avoid future damage to your home, such as a leaking roof or a blocked pipe.
We aim to complete these repairs within 7 days.
If we prioritise your repair as urgent, you will not be given an appointment when you report the issue. Our planning team will contact you directly to agree an appointment with you.
Routine repairs
Routine repairs are standard repairs that do not need urgent attention, such as a broken cupboard door or a dripping tap.
We usually fix these issues within 28 working days.
We aim to book an appointment that's convenient for you when you report a routine repair. If we need to use a contractor to carry out the work, they will contact you directly to arrange the appointment.
After you’ve reported the repair, we’ll let you know when we’ll carry out the work. You can find out what happens before, during and after your repair appointment on our Repairs process page.
If we have to repair any deliberate damage or neglect to your property, we’ll charge you for the cost of the work. For example, if you ask us to replace a window you have broken or change the locks because you’ve lost your keys.
You can find out more about chargeable repairs on our Repair responsibilities page.
