After you request a housing repair, we will assess how urgent it is and place it into one of 3 priority categories: emergency, urgent or routine. This helps us respond within the most appropriate timeframe.
For emergency repairs, we will contact you immediately and let you know when a repair worker is expected to arrive.
For all other repairs, you should receive confirmation within 3 working days. This will include:
- your repair job number
- details of the work to be carried out
- the target completion date
- any agreed appointment date
Repair priorities and response times
The time we take to respond depends on the priority of your repair.
- Emergency - within 24 hours
- Urgent - within 3 days (excluding weekends and bank holidays)
- Routine - within 28 days
Emergency repairs
Emergency repairs are problems that pose an immediate risk to health or safety, or could cause serious damage to your home. We will either carry out the repair immediately or make the situation safe and arrange a full repair as soon as possible.
See examples of emergency repairs.
Urgent repairs
Urgent repairs need prompt attention to prevent further damage, major inconvenience or to reduce risks to health, safety or security. Examples include:
- overflowing drains or pipework
- blocked or leaking waste pipes
- loss of heating or hot water
- replacing carbon monoxide alarms or smoke alarms
Routine repairs
Routine repairs do not pose an immediate risk to health or safety. Examples include:
- leaking taps or dripping pipes
- minor plaster damage or cosmetic repairs
- internal door or cupboard repairs
- faults with non-essential lighting or electrical fittings
While you wait for a repair
Our housing repair self-help guides and videos provide advice about what you can do while you wait for help.
- Problems with your water supply and leaks
- Problems with your gas supply and heating
- Problems with your electricity supply
