When will my repair be carried out?
When will your repair be done?
Depending on the nature of your repair, it will be carried out as follows:
Emergency - within 24 hours
Our contractor will attend within 24 hours. Where there is a danger to your health and safety, we will try to attend within two hours of you reporting the repair. Please note that this is a 'make safe' service, we may carry out the full repair as a lower priority.
Examples of emergency repairs include:
- having no electricity or lighting inside your home;
- all serious plumbing leaks where the building is in danger of damage
- serious leaks in the roof and other major structural problems
- making your property secure following a break-in
- a blocked toilet when there is only one toilet in the home.
Urgent - within three days
These are repairs that, while not an emergency, can be a serious nuisance if they are not repaired. Examples of urgent repairs include the loss of:
- some electrical power
- some of your water supply
- all or some of your heating or water heating (between 31 October and 1 May).
Non urgent - within 30 days
These are routine repairs which our contractors will carry out within 30 days. Examples of non-urgent repairs include:
- minor plastering
- minor electrical and plumbing repairs.
Confirmation of appointment
You should receive a letter in the post detailing your appointment. You will receive an automated SMS text message letting you know the job has been raised on the system and you will receive another SMS text message on the morning of the appointment. This will detail the type of work to be carried out and the time of the appointment ie plumbing work, am appointment.
It is important that we receive your correct contact details and preferably a mobile phone number. This way we can keep you informed even if you are not at home. Sometimes, we will have planned major work that will include the repairs that you have identified. In these cases, there may be a reasonable delay before we start work.
