Repair priorities and appointments
When you report a repair, you will be asked to provide an up-to-date telephone number. This allows us to send automated text message reminders about your repair appointments. It also helps us provide good customer service when carrying out repairs.
We ask our contractors to ring you when they are on their way. This acts as a useful reminder to you, and helps us to reduce the number of repairs cancelled due to failed access.
Some repairs are more urgent than others. The timescale for your repair will therefore be based on repair categories.
If you report a repair of an emergency nature it will not be possible to provide you with an appointment. Our contractor will still attempt to ring when they are on their way. In an emergency our contractor will attend the same day in very extreme cases, or within 24 hours. You will need to ensure that you or an adult acting on your behalf waits at the property in these circumstances.
In extreme cases, it may be deemed necessary to attend some repairs more quickly as they present an immediate danger to either the occupants, public, or risk serious damage to the property if left unattended. These repairs will be designated as a high priority emergency.
Examples include -
- unsafe electrics
- severe or uncontrolled leaks or burst pipes
- blocked flue to open fire or boiler
- broken glass with exposed edges
In some cases, high priority emergency repairs will be attended and made safe and secure only in the first instance. The contractor will arrange a further date with you for the repair to be completed.
For non-emergency repairs, you will be given an appointment where possible. That is typically within 28 days from when you report the repair. We offer appointments for morning and afternoons -
- morning appointments are available between 8am and 12noon
- afternoon appointments between 12noon and 6pm
In some cases, it will not be possible to provide you with an appointment at the point when you first report the repair. For example, larger jobs or multi-trade repairs. In these cases, you will be contacted by our contractor to confirm an appointment.