When will my repair happen?

We group repairs under two types:

Emergency– carried out within 24 hours of being reported

Minor - carried out on average within 9 days of being reported.


We will always prioritise repairs for frail, elderly or disabled customers and supported housing service users, particularly for things like broken heating systems where your health may quickly be affected if the system is out of action. If you live in a sheltered housing we will automatically give your repair request a higher priority.


What is an Emergency repair?

Emergency repairs are those that pose an immediate risk to a customer’s health and safety or security, or if left incomplete, may cause immediate damage to the home.

Emergency repairs include, but are not limited to:

In the Home

  • gas leaks
  • blocked toilet if it is the only one
  • leaking soil stack pipe
  • Roof leaks resulting in internal flooding
  • a water leak that cannot be contained inside a property (or a bucket cannot contain it overnight)
  • total loss of electricity or a total loss of water
  • Heating and hot water loss between 31st October and 1stMay
  • checking electrics after flooding
  • forced entry and replacement of lock where a person is locked out or inside the property (which will be recharged unless a crime reference number is provided)
  • re-securing doors where the property is not secure
  • repairs to dangerous or exposed wires, power, lighting sockets or fittings

Communal Areas

  • serious blockages to main drains
  • removal of broken glass
  • repairs to communal area floor covering
  • removal of glass in communal areas
  • a broken-down lift (where someone is trapped in it)
  • offensive or discriminatory graffiti.

Customers should not have to wait more than 24 hours for a contractor to come to their home and make an emergency repair safe, although in some cases we may have to return at a later date to complete the full repair.

Once the problem has been made safe, the emergency repair job will be closed and if more work is needed, a new repair job will be opened immediately.


What is a minor repair?

Minor repairs can cause inconvenience but do not pose an immediate risk to a customer’s health and safety.

We aim to complete routine repairs within an average of 9 days

Please see the chart below for full details of your responsibilities




Do I need insurance?

Whilst we maintain comprehensive building insurance, we are not responsible for the arrangement of contents insurance cover. You are strongly recommended to insure personal possessions, floor coverings, furniture etc. against loss or damage caused by fire, flood, theft, accident etc.

Incommunities can help our tenants and residents obtain home contents insurance easily and at a price that is affordable.  While many people often hope that nothing will happen to their belongings, sometimes things can go wrong unexpectedly.With a special scheme called My Home arranged in conjunction with the National Housing Federation and Incommunities tenants and residents can protect their belongings and gain peace of mind knowing if the unexpected happens they have cover.