When you report a routine or urgent repair, you will be offered an appointment. This will be a morning or afternoon appointment to suit you.
We will, where possible, try to carry out repairs in one visit, but on occasion we may need to carry out a pre-inspection. We would do this as soon as possible.
Emergency Repairs – same day response within 24 hours
To report an emergency repair, contact 08000 121 621
Repairs are prioritised as emergency where they put your health and safety at risk or where there is serious damage to the structure of the building. if the repair is not attended to quickly.
Examples of Emergency Repairs:
- Gas escapes or suspected gas escape
- Carbon Monoxide monitor sounding
- Burst or fast leak on a water pipe, tank, cylinder or boiler, fitting or valve (except a radiator valve which can be isolated)
- Window or external door that cannot be secured
- Solid fuel heating appliance giving off fumes or with a blocked flue
- Toilet blocked, leaking or not flushing (where there is only one toilet in the dwelling)
- Hot water tap which is running and cannot be turned off
- Total or partial loss of room or water heating between 31 October and 1 May (includes no heat to all of ground or first floor or to four or more radiators)
PLEASE NOTE: If there is a secondary form of heating i.e. gas or electric fire, the repair will be scheduled for the next working day - Total loss of electric power
- Unsafe power, lighting or other electric fitting – including bare wires, sockets getting hot or water ingress
- Blocked or leaking foul drain or soil stack.
To report an emergency repair, contact 08000 121 621
*Please do not call the out of hours service if your repair is not an emergency. You could be charged for the time taken to attend your home.
The out of hours service is for emergencies only and operates from 4pm – 8am during the week, throughout weekends and Bank Holidays. If an emergency is reported during these hours, an Operative will attend, where required, and as a minimum will isolate/make safe the situation. If a full repair is not possible, we will attend the next day, in working hours, to complete the repair.
Urgent Repairs – five working day response
These are repairs where the situation does not pose a health hazard but may cause an inconvenience, discomfort or nuisance to the occupants and is likely to lead to further deterioration of the building if the problem persists.
Examples of Urgent Repairs:
- Rotten timber flooring or stair tread
- Partial loss of water supply – such as no cold water to any tap, except kitchen sink
- Total or partial loss of room or water heating between 30 April and 1 November (includes no heat to all of ground or first floor or to four or more radiators)
- Door entry phone not working
- Extractor fan not working to internal kitchen or bathroom where there is no window
- Running overflow
- Leaking waste outlet or pipework to bath or shower tray at first floor level
- Severe rain penetration through walls or roof
- Communal TV aerials with no reception
There are so many convenient ways to report a repair – complete our online form or use one of the other simple methods available.
Routine Repairs – within 45 working days
These are repairs where the situation does not pose a health and safety risk, unreasonable inconvenience/ discomfort for customers or deterioration of the building in the short term.
Examples of Routine Repairs:
- Faulty smoke alarm
- Faults on central heating system, causing intermittent failure
- Leaking external waste pipe
- Loose sink top or base unit
- Leak on radiator which can be isolated
- Minor internal floor, wall and ceiling finishes
- Internal doors, linings and architraves
- Damaged gas meter cupboard or cupboard door.
There are so many convenient ways to report a repair – why not complete our online form to report your repair or use one of the other methods available.
Where there is a Health and Safety or property damage concern, we will contact you to rearrange the appointment. We have a duty to repair your home, so it is important that you allow us access to complete repairs. Where this is not provided, we may need to pursue legal action to gain access.
