Repair Timings
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How long will it take to get my repair fixed?
We've grouped repairs into four priorities, and each priority has a different waiting time. This helps us fix the most urgent problems first. When you report a repair to us, we'll tell you which priority it's in and how soon someone will come to check and fix it.
The 4 priorities are:
Emergency Repairs
Emergency repairs are those that cause a serious risk to you or your home. Or, if left, may cause immediate damage to your home. Examples of some emergency repairs are burst pipes, gas leaks and loss of power. We'll attend as soon as possible, within 24 hours to fix emergency repairs.
We always aim to fix the repair first time but there may be times when we need to come back and finish the repair. If this happens, we will make sure everything is safe so that you remain safe and warm in your home.
Urgent Repairs
An urgent repair is a repair that doesn't cause a serious risk to your home but does cause an inconvenience and might get worse if not fixed quickly.
Examples of urgent repairs are a leaking radiator, a blocked toilet (if you have more than one toilet), or loss of power to some electrical sockets or lights. These repairs will be fixed by appointment in 5 working days.
Routine Repairs
Routine repairs are small problems that might be annoying but aren't dangerous. Examples of some routine repairs are: broken door or cupboard handle, damaged tiles or dripping tap. We will fix routine repairs for our most vulnerable customers first. Most repairs will be categorised as routine repairs and we'll complete these, by appointment, within 20 working days.
Unplanned Major Work
Some big or complicated repairs take more time and need special planning. They also need to be planned in with longer timescales. We will complete these repairs by appointment within 40 working days. Examples of unplanned major works are: getting new windows and doors.
Appointment times
For an urgent or routine repair, or unplanned major works, we'll give you an appointment time. Below are the hours that our operatives work.
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Monday - Thursday
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Friday
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Within these hours, we offer a range of appointment slots for repairs, for example, all day, AM only, PM only, and avoid the school run, which is 9.30-2.30pm.
Reporting a repair: what we’ll do for you:
When you report a repair, we'll let you know whether it's an emergency or urgent repair or one that can be scheduled in within 20 days.
Ask the right questions to make sure we understand the issue so that we can send the right team to fix it- we aim to fix repairs first time round.
When we visit your home, we will carry photo ID so you know who we are
We'll treat your home with respect, trying to keep noise and disruption to a minimum. We'll also communicate with you in a respectful and fair way
We'll explain straight away whether we're responsible for the repair or if you'll have to pay for it. This depends on your tenancy agreement.
