How soon will the repair be carried out?
We aim to be one of the top performing housing associations in the country and are continually reviewing our targets following consultation with customers. Therefore, these targets may be subject to change.
Emergency Repairs - within 24 hours
This category includes work which needs to be done to prevent danger or severe discomfort to you and others in your home, or to prevent severe damage to a property, for example burst pipes.
Although our target time is 24 hours from the time the repair is reported, it may be done sooner and is often finished on the same day.
We aim to make sure that 99.1% of emergency repairs are carried out within the target time.
Urgent Repairs - within 7 Calendar Days
This category includes work such as repairing a toilet if you have two in your home, and will be carried out within 7 calendar days of the repair being reported.
We aim to make sure that 97.2% of urgent repairs are completed within the target time.
Routine Repairs - within 31 Calendar Days
Work in this category includes jobs such as easing doors, which are sticking, and replacing toilet seats.
These repairs may be inspected and will be carried out within 31 working days.
We aim to make sure that 97.5% of routine repairs are carried out within the target time.
Major repairs
Work in this category includes jobs which will take more planning, materials and manpower than other types of work which we carry out. For this reason we allow 90 calendar days to complete this type of repair.
We consider the following types of work to be major repairs;
- Work covered by government legislation such as that to party walls and boundaries
- Structural work such as subsidence
- Whole elevation pointing or roof tiling
- Flat roof renewal
- Chimney renewal
- Repairs where scaffolding is required
- Floor renewal
- Large areas of paving
- Garage forecourt renewal
- Major fencing works
- Major drain repairs/renewal
- UPVc window renewal
