Prioritising repairs

How long will I have to wait?

 

We realise how important it is to provide you with an efficient repairs service so we aim to carry out repairs within a certain time. The limits we set for different types of repairs are as follows:

Emergencies

We aim to do repairs that affect the safety of people living in the property, or cause the risk of serious damage to the property, within 24 hours.

Examples of emergencies are:

  • blocked drains;
  • dangerous electrical faults;
  • burst pipes;
  • gas leaks;
  • dangerous structures;
  • replacing broken windows (if the security of the property is affected);
  • faulty front-door locks; or
  • no heating in properties lived in by tenants who are elderly or have disabilities.

Any contractor who is called out to an emergency repair may only be able to do a temporary job that makes the property safe. We may have to get someone to come back to do a permanent repair.

Urgent repairs

Urgent repairs are less serious. Examples are:

  • faulty or loose electrical switches, sockets or lights;
  • heating and repairs to hot water fittings (and equipment);
  • leaks in plumbing; and
  • roof leaks.

We will aim to do these repairs within 72 hours.

Routine repairs

Routine repairs are the normal day-to-day repairs that are not emergencies or urgent, which we aim to do within three weeks.

Non-urgent repairs

Non-urgent repairs are all repairs not previously described, and which we aim to complete within six weeks.

Generally, when you report faults to us we will try to make an appointment to visit you.

There will, of course, be more complicated repairs where we will need to investigate what needs doing and get quotations and so on. These repairs will take longer, but if any routine repair is not carried out within three weeks, please let us know.

We usually redecorate the outside of your home and shared inside areas, and do any associated maintenance work that needs doing, about every five years.

When a repair is done,  you should answer the questions on the contractor's worksheet and then sign that worksheet. Please take the time to fill in the worksheet because it allows us to assess the quality of our service.

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