How long repairs take to complete

We prioritise repairs based on urgency to help keep residents safe and minimise disruption.

Learn about our repair categories, response times and what to expect when reporting a repair.

We understand that faults in your home can be frustrating, so we aim to carry out repairs as quickly as possible.

To make sure we respond effectively, we prioritise repairs based on urgency. This allows us to deal first with issues that may be unsafe or cause serious damage, while also supporting residents who may be more vulnerable.

Please note that some minor issues are the responsibility of tenants to resolve. More information can be found here.

To help manage repairs efficiently, we group faults and maintenance requests into categories. Click on the tabs below to find out more about each category of repair.

Emergency repairs — within 24 hours

If you report a fault in this category, we will aim to attend within 24 hours to make it safe. Additional visits may be required to fully resolve the issue to ensure the property is maintained to a safe standard.

Find out more on what qualifies as an emergency repair:

Total loss of power or water (not including hot water if there’s an electric shower)
Partial loss of power if it’s needed for essential (typically medical) equipment
Heating broken down and a member of your household is elderly, disabled, chronically sick or a child under the age of five
A gas leak — please also call the National Gas Emergency Helpline on 0800 111 999
Serious roof leaks, loose roof tiles or dangerous chimneys (weather permitting)
Checking that all flues operate safely after chimney work
Uncontrollable water leaks or leaks that could affect the electrics in your home
Serious structural damage
Dangerously loose plaster, external render or brickwork
Carbon monoxide, smoke/heat alarm and fire alarm sounding
Faulty entrance doors, communal doors, fire doors and door entry systems if you can’t make the property secure or get inside
Boarding up doors and windows to make the property safe
Sewage leaks from a blocked drain
Blocked sinks (only if there isn’t another available and a member of the household is elderly, disabled, chronically sick or a child under the age of five)
Blocked baths and showers (only if there isn’t another available and a member of the household is elderly, disabled, chronically sick or a child under the age of five)
Emergency access (e.g. forced entry by the emergency services)
Blocked toilet or unable to flush (only if there isn’t another available)
Make safe damaged asbestos
Severe damp or mould
Damaged cables and unable to isolate (exposed wires)

Urgent repairs — within 3–5 working days

We aim to respond to urgent repairs within five working days.

Find out more on what qualifies as an urgent repair:

Boiler faults leaving you without heating or hot water
Checking electrics after a leak
Emergency lighting not working
Internal lighting circuit faults
Repairing showers/baths when you have no other way of bathing
Testing electrics
Repairing dangerous steps, stairs and stair rails
Repairing communal and fire doors that are still working
Leaking overflows (indoors)
Follow-on visits after a gas leak or sounding carbon monoxide alarm
Shower tray reseal

Routine repairs — within 20 working days

These day-to-day repairs do not cause significant inconvenience and can be scheduled within a reasonable timeframe.

Find out more on what qualifies as a routine repair:

A dripping tap
Containable leaks
A fault with a single light fitting
Steps/stair rails repairs
External waste pipe loose/damaged
Bath repairs
Toilet pan repairs
Pipework repairs (leaking/damaged/renew)
Sink repairs (unless it’s blocked)
Blocked waste you can’t clear
Radiator not working/leaking
Drainage repairs (usable)
Repressurise boiler
Immersion heater
Shower tray/screen/curtain rail/door seal repairs
Worktop repairs
External light (communal)
External/Internal doors and all fittings repairs
Letterbox
Room stat/programmer/heating controls
External sockets
External window repairs
Extractor fan (repair/replace)
Earth bonding to pipework
Meter box repairs
Flooring repairs
Window repairs, including hinges and seals
Gas/electric appliance check
Blocked toilet (only when another is available)
Toilet cistern
Hand basin
Repair/replacement of locks when home is still secure

Planned works

If something in the property needs a full replacement, it will be scheduled into our planned works programme.

Find out more on our planned works:

Kitchens
Bathrooms
Heating systems
Roofs
Windows

If we find out that a full replacement is needed on a repair visit, we will fix the problem for the time being then plan to carry out the full work at a later date.

We also survey all our homes every few years and plan in major upgrades and replacements as part of a rolling programme of scheduled work.

If you are waiting for a planned repair and the fault gets significantly worse, please let us know so we can ensure any major issues or hazards are dealt with.

Appointments and scheduling a repair

In most cases, when you report a repair, it is best you allow us to use our keys for our builders to attend, this ensures the repair is done as soon as we can.

If you cannot agree to us using our keys, our staff will agree on an appointment date and time period (morning or afternoon). If scheduling within a specific time is not possible due to exceptional circumstances, we will inform you and arrange for the contractor to contact you directly.

Important:

Missed appointments result in wasted time and resources. Please ensure that you or another responsible adult is home to allow entry for the repair. If you know in advance that you cannot meet the agreed time (please provide at least 24 hours’ notice), inform us so that we can arrange another appointment. Alternatively, you may authorise us to use our own keys to gain access for carrying out the repair.

If you are not available to let the contractor in at the agreed time, the repair will be cancelled, and you may be charged accordingly.