Repairs and Maintenance - Repair priorities

We give all repairs reported to us a priority. The priorities are defined below:

Priority 0

These are emergency repairs done outside normal working hours, which are needed to avoid serious health and safety problems or prevent serious structural damage to your home.  This service is to make your home safe.  Occasionally we may be able to carry out a full repair, but where this is not possible the follow-up repair will be re-prioritised once the emergency has been dealt with. Priority 0 repairs include:

•  Complete loss of power or lighting

•  Uncontrollable burst pipes

Priority 1

These are emergency repairs, which we will respond to within 24 hours of them being reported. They include:

•  Partial loss of power or lighting

•  Total loss of heating

•  Leaking roof or plumbing leading to severe water penetration

•  No hot water

•  Boarding up broken windows

•  Lock changes

Priority 2

These are urgent repairs. We will carry out these repairs within 7 working days. They include:

•  Non-emergency electrical repairs

•  Minor leaks

•  Reglazing (single glazed units only)

Priority 3

These are non-urgent repairs. We will carry out these repairs within 20 working days. They include:

•  Repairing internal doors

•  Reglazing (double glazed units only)

Priority 4

These are non-urgent works of a larger nature. We aim to batch this type of work together and complete it within 60 working days. They include:

•  Replacing rotting windows and doors

•  Replacing fencing

Reporting your repair

Check progress of your repair

Out of hours repairs

Appointments and missed appointments

Right to Repair

Your repair rights and responsibilities

Our repair responsibilities

Standard and quality of repair work

Will you charge me for any repairs?

Gas servicing, gas fires and central heating

Gas safety

Frost precautions

Condensation and ventilation

Carbon Monoxide

Repairs - Our Service Standards