How long will my repair take?
The length of time your repair takes depends on the type of repair you need. We put each repair into a category:
- emergency
- routine
- planned repairs
Emergency and urgent repairs
Emergency repairs are situations where there is a risk to someone’s health or safety, a home is not secure, or there is damage that will compromise the structure of your home. We aim to come to your home, or the communal area where the issue is, and make it safe within four hours. If our contractor cannot fix the problem straight away, they will carry out a temporary repair to make it safe.
Some repairs may be classed as urgent, but not necessarily requiring an emergency four hour response. These can be situations such as a loss of heating during the summer months, or a drainage issue that is not upsurging. We aim to come to your home to make the issue safe within 24 hours of you reporting an urgent repair.
Routine repairs
Routine repairs are repairs which are unlikely to cause serious health and safety problems or serious damage if they are not fixed straight away. For example, repairs to taps, gutters, doors and windows.
In most cases we are able to offer an appointment when you report the repair, that is mutually convenient. Most repairs will be completed within one month, with a visit within two weeks. This is subject to if specialist parts are required that need to be customised e.g., made to measure. Contact will be made to arrange appointments and to provide updates as necessary whilst the job progresses.
During busier periods we may need to extend our timescales, however, we will always keep our tenants updated and update our website.
Planned repair works
Planned repair works are bigger repairs that take longer to arrange. For example, repairs where we need to use specialist contractors, carry out surveys or do more investigation.
These repairs would include work to paths, flat roofs, plastic windows and major problems with water supply and drainage.
Most repairs will be completed within 90 days. Updates will be provided as to progression and appointments.
During busier periods we may need to extend our timescales, however, we will always keep our tenants updated and update our website.
