How soon will a repair be done?

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