Response times
We give every repair a target date for completion using the following categories.
| Job category | Timescale | Definition |
|---|---|---|
| Immediate | 24 hours - attend within two hours and make safe within 24 hours | Issues which pose an immediate health and safety risk such as total loss of electric power |
| Urgent | 1 to 7 days - attend within seven working days to undertake repair | Works that do not pose an immediate threat or safety risk but negatively impact on an occupant's access to utilities or need repair such as blocked sink, bath or basin |
| Right to repair | 1 to 7 days - attend complete work in line with Right to repair legislation | See below |
| Non-urgent (or routine) | Up to 28 days - attend and complete work within 28 working days | Work that poses no threat to occupants and/or may substantial repairs |
Right to repair
The government has listed 20 common repairs under its Right to Repair scheme and set a period of working days in which they must be completed. To meet the requirements of the Right to Repair scheme the repairs must cost under £250 and not be caused by misuse. The Right to Repair is only available to secure tenants.
| Repair type | Response time (working days) |
|---|---|
| Total loss of electric power | 1 |
| Partial loss of electric power | 3 |
| Unsafe power or lighting socket or electrical fitting | 1 |
| Total loss of water supply | 1 |
| Partial loss of water supply | 3 |
| Total or partial loss of gas supply | 1 |
| Blocked flue to open fire or boiler | 1 |
| Heating or hot water not working between 1 November and 30 April | 1 |
| Heating or hot water not working between 1 May and 31 October | 3 |
| Blocked/leaking foul drain, soil sack or toilet | 1 |
| Toilet not flushing (if there is only one toilet in the property) | 1 |
| Blocked sink, bath or basin | 3 |
| Tap cannot be turned | 3 |
| Leak from a water pipe, tank or cistern | 1 |
| Leaking roof | 7 |
| Insecure external window, door or lock | 1 |
| Loose or detached banister or hand rail | 3 |
| Rotten timber flooring or stair tread | 3 |
| Door entry phone not working | 7 |
| Mechanical extractor fan not working | 7 |
