Repair Response Times
We will give you an appointment or a specified time within which we will attend to your repair. These timescales will depend on the urgency or the priority of the repair.
If your repair is classed as an emergency, and you are a Gold Service member, we will arrange for one of our contractors to attend within 3 hours. Non-Gold Service members will have their repairs attended to within 24 hours.
If your repair is classed as urgent, and you are a Gold Service member, we will arrange for one of our contractors to attend within 5 calendar days. Non-Gold Service members will have their repairs attended to within 7 calendar days.
If your repair is classed as non-urgent, and you are a Gold Service member, we will arrange for one of our contractors to attend within 10 calendar days. Non-Gold Service members will have their repairs attended to within 20 calendar days.
Residents are able to choose evening and Saturday appointments when neccesary.
Repair Priorities
A repair is classed as an emergency if it is considered to be dangerous to the occupants or the structure of the building and poses an immediate health and safety risk.
Examples of emergency repairs are:
- Total electricity failure
- Burst pipes and tanks, blocked drains or soil pipes
- No heating during the autumn or winter
- Storm, flood or fire damage
- Anything that puts residents in danger or would cause serious damage to health
A repair is classed as being urgent if a more permanent repair is needed following an emergency repair or repairs are needed to prevent damage to property.
Examples of urgent repairs are:
- Minor leaks
- Blocked gullies and waste pipes
- Replacement of double glazed unite
- Minor roof defects
- Overflow pipes
- Central heating repairs
A repair is classed as being routine if they are for the repair and/or replacement of items.
Examples of routine repairs are:
- Windows
- Baths
- Internal doors
- Fencing
- Blocked rainwater goods
- Re-bedding roof ridge tiles
Getting our priorities right!
In order to provide the best service possible to all our customers, it is important that vulnerability is taken into consideration when we log repairs.
Consultation with our customers has shown that they feel that vulnerability can cover a wide array of issues and that all people need to be treated as individuals. Customers felt it was important not to make assumptions but to ensure that the right questioning techniques are used to ensure we provide services that meet each person’s needs.
For example, if we identify a customer as being over 80 years old, our advisors may need to ask more questions to determine whether the repair needs to be carried out sooner, or if there are issues that need to be passed to the Neighbourhood Manager. Rather than assuming that the repair needs to be carried out sooner, by asking more questions, the Advisor can determine this on each call they take. Every caller will be asked “How is this affecting you?” when they ring in to report a repair. If the affects of the repair warrant an earlier appointment than the priority normally determines, an earlier appointment will be offered to the customer. If, for example, a particular repair is prioritised as an urgent gold service priority (5 calendar days) but the customer is being seriously affected by the repair due to their vulnerability, an earlier appointment will be booked.
If you have reported a repair and wish to enquire about the progress of the repair please complete this form. The form will be sent to our team to be dealt with.
If you wish to speak to someone instead of sending this form please call Irwell Valley on our Freephone number 0800 035 2210.