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 3 working days. Non-Gold Service members will have their repairs attended to within 5 working days.
If your repair is classed as routine, and you are a Gold Service member, we will arrange for one of our contractors to attend within 10 working days. Non-Gold Service members will have their repairs attended to within 20 working days.
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.
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