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 your health and safety is at obvious risk or serious damage to your belongings or the dwelling is likely to occur 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
If an operative attends and finds the work is not an emergency, this may be recharged to the customer.
Urgent Repairs – five working day response
Repairs are prioritised as Urgent where there:
- Is an obvious risk to your health and safety, or you are likely to suffer hardship or inconvenience, but it is reasonable for you to cope with or tolerate the situation in the short term
- It is highly unlikely that significant permanent damage to your belongings or the dwelling in the short term.
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
Routine Repairs are usually on the inside of a property and where there is only a minor inconvenience in the short term, no immediate danger to your health and safety and no likelihood of any damage to your belongings or the property 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.
