Each repair is given a priority code to indicate how quickly it will be carried out.
The priority will depend upon the nature of the fault and the possible risk to the health and safety of the occupants of the premises.
The priority codes and the target times for completing the repairs are set out below, along with each type of repair.
- Priority code 0
Out-of-hours emergency - attend within 2 hours and complete such work as is required to make the building safe and secure within 4 hours.
In extreme emergencies attend within 1 hour and complete expeditiously.
Example of type of repair: Serious water leak or forced entry for vulnerable tenant.
- Priority code 1
Emergency - attend within 2 hours and complete such work as is required to make safe and secure within 4 hours.
In extreme emergencies attend within 1 hour and complete expeditiously.
Example of type of repair: Total loss of electric power.
- Priority code 2
Urgent - Attend within 24 hours and complete within 3 working days of date of issue.
Example of type of repair: Reglaze clear glass up to 0.5sq.m.
- Priority code 3
Attend by appointment complete within 21 working days of issue.
Example of type of repair: Carry out repairs to kitchen units.
- Priority code HLD
Held in abeyance due to budget restrictions.
Example of type of repair: Renew fence.
Although recommended priorities are given, a repair may be upgraded where the circumstances merit more urgent attention such as:
- There is a risk to health and safety
- the home is occupied by someone who is elderly or disabled
- there is a child under six months living in the property
- there is risk of major damage to the fabric of the property.
For repairs which are priority code 3, we will arrange your appointment for a morning or afternoon to suit you.
We aim to carry out repairs on one visit, but sometimes work will take longer. For example, when we have to order special parts, or when the contractor needs authorisation to carry our additional work. In these cases we will tell you what the delay is and how long you will have to wait. Where a second visit is needed, our contractor will arrange follow-up appointments with you.
A repairs surveyor may need to visit your home before a repair is carried out, in which case we will arrange an appointment at a time which is convenient for you.
Please make every effort to stay in if you have booked an appointment. Let us know if you can't keep an appointment. If you're out when we call, we will leave a card to tell you we've been. Ring the number on the card to arrange another visit.