Repair priorities

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.

Although recommended priorities are given, a repair may be upgraded where the circumstances are more urgent such as:

• there is a risk to health and safety
• the home is occupied by someone who is elderly, vulnerable or disabled
• there is a child under six months living in the property
• there is a 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 on a day that suits you. Please be aware that some of our appointments are made by the contractors. Where this is the case, they will contact you directly and also send you confirmation of your appointment as a reminder.

The priority codes and the target times for completing the repairs are set out below, along with each type of repair. 

Emergency repairs

Serious damage to the building, danger to your health and safety and risk or damage to the occupier's property.

• Priority 0 - Out of hours emergency (Monday to Thursday 6pm to 8am and 24 hours from Friday 5pm to 8am Monday)
• Priority 1 - Emergency - within 4 hours

For example:

• Gas leaks
• total electrical failure
• total heating failure (winter)
• total lack of hot water (winter)
• burst pipes
• making the property secure by boarding up
• making the property safe after storm damage
• major drainage faults
• failure of lighting on communal staircases.

Urgent repairs

Repairs which seriously affect the comfort of the resident or cause potential damage to the property.

• Priority 1 - Emergency - within 4 hours
• Priority 2 - Urgent - attend by appointment, to be completed within two working days of date of issue.

For example:

• Plumbing and drainage faults
• roof leaks
• electrical faults to individual lights
• majority of gas repairs
• partial loss of heating
• taps which cannot be turned off.

Routine repairs

Repairs which will not seriously interfere with the comfort and convenience of the resident.

• Priority 3 - Attended by appointment, completed within 21 days of date of issue.

For example:

• Repairs to plaster work
• repairs to doors and windows
• repairs to toilet, bathroom and kitchen fittings.

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.