Repair targets and catergories

We have set timescales and targets for carrying out repairs and will always aim to attend
within the target. We aim to provide you with an appointment day/time that is convenient to you,
however, repairs are prioritised depending on their urgency.

The target times below are the times within which we expect to finish the repair.

Type of repair	Gold Service members	Other tenants
Emergency	Made safe within 4 hours	Made safe within 4 hours
Urgent	1 working day	3 working days
Routine	5 working days	10 working days
Right to Repair	Between 1 & 7 days	Between 1 & 7 days

What is an emergency repair?

Emergency repairs

An emergency repair is defined as something which could not have been foreseen and which could cause danger to health, residents’ safety, or serious damage and destruction to your property.

Our target time of 4 hours is for us to respond and make safe. This can therefore mean follow-up work is required at another time.

Emergency call out contractors will aim to make safe and then return during normal working hours to complete the repair.

Emergency repairs include:

Significant leaks or floods
Electrical faults which may endanger a building or resident
Full loss of electricity
Blocked drains resulting in back-surge of waste into your home
Making safe broken windows
Security of your home (if lost keys you will be recharged for the repair)

What is an urgent repair?

Urgent repairs

An urgent repair is defined as something that is not an emergency but will cause discomfort or inconvenience to you as the tenant. There may be circumstances when a part is needed to complete the job and this may delay the timescale for completing the work.

Urgent repairs include:

Door entry not working
Partial loss of electrical power
Partial loss of water or gas supply
Loss of TV reception

What is a routine repair?

Routine repairs

A routine repair is defined as something that has a low level of inconvenience to you or may require parts or materials to be ordered that will delay completion of the work.

Routine repairs include:

Repairs to skirtings or doors
Replacement of kitchen units or worktops
Replacement window (after window has been made safe as an emergency repair)