How soon will a repair be done?

Health and safety questions we need to ask during the COVID-19 pandemic.

When all repairs requests are received the tenant will be asked a series of questions to ascertain if any of the household members are either self-isolating, shielding or have coronavirus symptoms.

These same screening questions will be asked by the trade supervisor before entering a property. 

In response to the Coronavirus pandemic, Ocean Housing has devised a method statement for instances where internal access to a property is required to carry out an emergency or urgent repair on a property that has been confirmed that the tenants are self-isolating or have symptoms of COVID-19.

The method statement outlines the procedures to be followed and identifies the required Personal Protective Equipment to prevent exposure to coronavirus.

This method statement will be kept under review and updated accordingly in line with changing Government and Health and Safety Executive, and Regulatory guidance.

Read more: Information and advice about coronavirus


We have set targets for the maximum time you should have to wait for a repair.

Standard Repairs

These will be done within 20 working days.
Repairs such as:

  • Plumbing and sanitary ware*
  • Doors and windows*
  • External walls, paths and fences*
  • Internal walls, ceilings and skirting boards (other than minor repairs which are tenants’ responsibility)
  • Broken window panes (due to 3rd party vandalism or break-in – NB crime reference number required)
  • Tiled hearth around solid fuel heating
  • Repairs to and cleaning of gutters and downpipes *
  • Repairs to flooring
  • Built-in cupboards and shelving, kitchen units,  worktops or general joinery
  • Repairs to remedy water penetration and rising damp
  • Major condensation if beyond tenants’ reasonable efforts to tackle
  • Repairs to communal washing lines

*where not already part of a planned maintenance programme or installed by tenant

Urgent Repairs

These will be done within 5 working days.
Repairs such as:

  • Partial loss of electrical power or water supply
  • Total loss of heating or hot water (between 1st May and 31st Oct)
  • Partial loss of heating or hot water throughout the year
  • Blocked sink, bath, basin or second WC
  • WC flush failure
  • Taps which cannot be turned or faulty tap washer
  • Loose or detached banister or handrail
  • Rotten timber flooring or stair tread
  • Running overflows
  • Leaking roof, missing roof tiles and faulty or blocked guttering causing serious water penetration problems (weather permitting).
  • Extractor fan in internal bathroom or kitchen not working
  • Door entry phone not working

Emergency Repairs

These will be done within 24 hours.
Repairs such as:

  • Total loss of electric power or water supply
  • Unsafe power or lighting socket or electrical fitting
  • Total or partial loss of gas supply
  • Gas escapes (Report to Wales and West 0800 111 999)
  • Blocked flue to open fire or boiler
  • Total loss of heating or hot water (between 1st November and 30th April)
  • Blocked or leaking foul drain, soil pipe or WC (where there is only one WC in the dwelling)
  • Leaks from water or heating pipes, tank or system
  • Insecure external window, door or lock (including boarding up of smashed glazing)
  • Make structurally safe after storm, accidental, fire or flood damage (further repairs may be required at a later date)

This section is for new build home only.  We want to discourage these types of repairs being reported before the 12 month defect inspection.

Routine Repairs – Completed at the end of the defect period

  • Repairs to external walls, paths and fences
  • Repairing damaged plaster
  • Replacing skirting boards
  • Replacing misted double glazed units
  • Replacing wall tiles (kitchen/bathroom)
  • Replacing window handles that are not a security or health and safety issue
  • Repairing and cleaning gutters and downpipes
  • Minor plumbing repairs and day-to-day repairs and replacements
  • Repairing doors, floors and windows
  • Repairing kitchens
  • Repairing flooring which is not a health and safety issue