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 |