Correctly identify a repair

Before you ring us about a repair, you can download our Repairs Reporting Guide. The guide will help you to clearly describe any repair problems in your home that we are responsible for carrying out. By giving us as much information as you can, you can help us get your repair problem fixed quickly.

Emergency repairs

To avoid putting the health and safety of customers and other people at risk, and to prevent serious damage to the building, we will need to carry out some repairs within 24 hours, although in some cases we will only be able to carry out a temporary repair within this timeframe. Typical examples of emergency repairs are:

• a major water leak;
• a total loss of electricity;
• gas leaks not covered by the gas supplier;
• fire or major structural damage;
• a total loss of heating and hot water (between October and March);
• a total loss of sewage drainage;
• making outside doors and windows secure;
• removing offensive graffiti;
• unblocking a toilet (if it is the only toilet in the property);
• repairing broken lifts; and
• repairing alarm call and warden call systems.

Urgent repairs

Urgent repairs are when there is a serious inconvenience or the possibility of damage to a building, but it is not an emergency and does not put people in danger. Typical examples of urgent repairs are:

• a loss of heating and hot water (between April and September);
• minor leaks that cannot be contained;
• losing part of the electric supply or lighting;
• repairing entry-phone systems that are not working; and
• repairing taps which cannot be turned on;
• problems with door and window locks that do not make the home less secure.

Routine repairs

These are repairs which are not causing a danger to people’s health and safety. Typical examples of routine repairs are:

• leaking guttering;
• replacing doors;
• repairs to flooring;
• plastering work;
• repairs to worktops and kitchen units;
• dripping taps;
• repairs to extractor fans;
• a faulty doorbell (if powered by the mains); and
• faulty sockets (unless they are considered to be dangerous).

Programmed work (or major work)

These can be repairs, replacements or improvement work to buildings or your home. We plan a programme of this work as it offers better value for money. Typical examples are replacing roofs, kitchens or doors and windows.

We aim to give you plenty of notice before we begin programmed work.