Maintenance response times

We set response times for each type of repair

We set response times for each type of repair. This means emergency repairs will be dealt with quickly but other less urgent repairs will take a bit longer. These categories are a guide only.

The types of repair and target response times are explained below.

Emergency

Depending on the emergency, we aim to make it safe within 24 hours of being notified.

This category includes:

Water leaks where the supply cannot be isolated
Total loss of mains water or electricity (unless it is a general fault with the supplier)
Electrical check after leaks and flooding
Flooding / burst pipes
Blocked toilet (where it is the only toilet in the property)
Making secure after a fire or break-in (boarding up)
Total loss of heating (winter)
Serious electrical faults
Anything potentially dangerous or life threatening

Urgent

We aim to assess the problem and complete repairs within 1 week (5 working days).

This category includes:

Leaking roof
Loss of heating (partial in winter or total in summer)
Plumbing faults – blocked waste pipes, overflow problems, shower, toilet cistern
Urgent isolated electrical faults
Entry phones
Faulty appliances

Essential

We aim to complete repairs within 4 weeks (20 working days).

This category includes:

Minor plumbing faults
Minor electrical faults
Sealant around sinks or baths
Replacement components
Plastering
Television/aerial related repairs

Routine

We aim to complete repairs within 6 weeks (30 working days).

This category includes:

Kitchen units
Doorbells
Aids and adaptations
Tiling
Fencing, walls, outbuildings
Easing sticking doors/windows

Maintenance response times