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Repair response times and priorities

Emergency repairs  

An emergency repair is any fault which poses an immediate risk to persons residing at the property, the property itself or the general public.

  • If your repair is an Emergency, and you are a Diamond Service member, our contractors will try their best to attend within 3 hours.
  • If you are a non-Diamond Service member, our contractor will attend within 24 hours.

Examples of emergency repairs are:

  • Total electricity failure 
  • Burst pipes and tanks, blocked drains or soil pipes 
  • Total loss of heating and hot water with no alternatives available
  • Storm, flood or fire damage 
  • Anything that puts residents in danger or would cause serious damage to the health of a resident or the property 

Routine Repair  

Routine repairs are those which cause minor inconvenience and have little affect on the property if a repair is not immediately undertaken.  

  • If your repair is classed as routine, and you are a Diamond Service member, we will arrange for one of our contractors to attend within 10 calendar days.
  • If you are a non-Diamond Service member, our contractor will attend within 20 calendar days. 

Examples of routine (non urgent) repairs are:  

  • Windows
  • Slight/contained leaks
  • Internal doors 
  • Fencing 
  • Repairs to gutters
  • plastering

Getting our priorities right!  

When reporting a repair, all factors will be taken in to consideration, such as a customer's vulnerability or disability, to ensure that we fully understand the implication of the repair and are able to provide a service that meets each individual's needs. For example, a repair that would normally be treated as a routine repair would be uplifted and attended to within a quicker timescale if it was having a serious impact on a vulnerable customer.