Skip to main content

Repairs

Information on reporting a general repair, gas safety advice and who to contact if you require an emergency repair.

Response times

We give every repair a target date for completion using the following categories.

Job category Timescale Definition
Job category
Immediate
Timescale
24 hours - attend within two hours and make safe within 24 hours
Definition
Issues which pose an immediate health and safety risk such as total loss of electric power
Job category
Urgent
Timescale
1 to 7 days - attend within seven working days to undertake repair
Definition
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
Job category
Right to repair
Timescale
1 to 7 days - attend complete work in line with Right to repair legislation
Definition
See below
Job category
Non-urgent (or routine)
Timescale
Up to 28 days - attend and complete work within 28 working days
Definition
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)
Repair type
Total loss of electric power
Response time (working days)
1
Repair type
Partial loss of electric power
Response time (working days)
3
Repair type
Unsafe power or lighting socket or electrical fitting
Response time (working days)
1
Repair type
Total loss of water supply
Response time (working days)
1
Repair type
Partial loss of water supply
Response time (working days)
3
Repair type
Total or partial loss of gas supply
Response time (working days)
1
Repair type
Blocked flue to open fire or boiler
Response time (working days)
1
Repair type
Heating or hot water not working between 1 November and 30 April
Response time (working days)
1
Repair type
Heating or hot water not working between 1 May and 31 October
Response time (working days)
3
Repair type
Blocked/leaking foul drain, soil sack or toilet
Response time (working days)
1
Repair type
Toilet not flushing (if there is only one toilet in the property)
Response time (working days)
1
Repair type
Blocked sink, bath or basin
Response time (working days)
3
Repair type
Tap cannot be turned
Response time (working days)
3
Repair type
Leak from a water pipe, tank or cistern
Response time (working days)
1
Repair type
Leaking roof
Response time (working days)
7
Repair type
Insecure external window, door or lock
Response time (working days)
1
Repair type
Loose or detached banister or hand rail
Response time (working days)
3
Repair type
Rotten timber flooring or stair tread
Response time (working days)
3
Repair type
Door entry phone not working
Response time (working days)
7
Repair type
Mechanical extractor fan not working
Response time (working days)
7

 

Published: 8 October 2024

Last updated: 8 October 2024