Repairs Priority Codes and Policy
Information about repairs
Legally and contractually, we must maintain and repair your home. We’re responsible for keeping the structure, the outside, and the essential services in good working order.
The priority we give to your repair will depend on how urgent it is.
We will place the repair into one of these four categories and aim to respond to repairs in the target times listed below
Category 1 - Emergency repairs
Problems that put someone’s safety, security, or health at risk – for example, structural damage, broken heating, blocked drains, burst pipes or dangerous electrical or gas fittings. We aim to deal with emergency repairs within 5 working days. We may have to carry out a temporary repair to deal with the situation and then carry out the full repair at a later date.
Category 2 - Urgent repairs
Not an emergency but a repair that needs to be done quickly to prevent more damage to your home or discomfort to you and your family – for example, minor leaks or electrical repairs.
We aim to carry out these repairs within 5 working days.
Category 3 - Non-Urgent repairs
Priority repairs include a leaking roof or a door-entry phone not working.
We aim to carry out these repairs within 7 working days.
Category 4 – Non-urgent repairs
Issues that aren’t causing any serious problems or risk – for example, small areas of plastering, guttering, or adjusting windows.
We aim to carry out these repairs within 25 working days.
We'll always try to complete repairs on our first visit, but sometimes when we come to do the repair, we may identify that we can’t do it straight away and the work is placed on a programme of works. We'll always make safe any hazards straight away. This might be because a replacement is needed, or the work is more extensive than what we can do on a routine appointment (for example large areas of replastering or kitchen replacements).
If on this first visit, we feel your work falls into this category we'll arrange for another inspection by a technical officer.
Communal area repairs
Some of our properties (mainly flats and sheltered accommodation) have communal (shared) areas such as:
corridors and staircases
kitchens
lounges
gardens
drying areas
These properties can also have communal facilities such as:
lighting
alarms
door entry system
external doors and windows
flooring
lifts
roofing
communal aerials
These areas and facilities are for tenants and leaseholders. We charge leaseholders for their share of any repairs on these areas and facilities in their yearly service charge.
We have a caretaker service which routinely inspects and cleans the internal communal areas to our block of flats as well as carrying testing and inspection of relevant systems. They will ensure that these facilities are in good repairs and working order. If you notice any damage, vandalism or something in need of repair please contact the Repairs Team.
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