Response times

The priority we give to your repair request will depend on its urgency.

Repair requests are categorised into the following response times:

  • Emergency repairs: (priority 00) 24 hours
  • Other repairs: 10 working days

In cases of requests for routine works, a Repairs Officer will usually visit your home to inspect the repair and if necessary will instruct for the work to be carried out. This inspection will normally be carried out within 20 working days.

For all qualifying repair requests, we will issue a works order as soon as your call is completed. We will confirm who will be completing the repair and the priority time given to the order.

Our contractors will phone you, if possible, to make an appointment at least 48 hours before attending your property to ensure that they turn up at a convenient time to you. In an emergency, they will be contacted immediately to attend to the problem.

You may be sent a short questionnaire to fill in about the repair - how we dealt with the request and how the contractor carried it out. All returned forms are monitored to assist in improving the service we provide to you, our customer.