We have different timescales for different repairs, depending on how urgent they are.

We will tell you the priority of each repair when you report it.


Emergency repairs

Timescale:within 24 hours
  • Total loss of electric power.
  • Total loss of water supply.
  • Total or partial loss of space (being decanted and/or loss of singular rooms due to smoke/fire/water damage) or water heating between 31st October and 1st May.
  • Smoke alarms (continuous screeching noise).
  • Carbon monoxide showing red light.
  • Collapsing ceiling - due to leak.

Emergency repairs are defined as causing an immediate health and safety risk to you, your home or your neighbours.

We will attend emergency repairs within 24 hours to make a situation safe and secure. If further work is needed once the situation has been made safe and secure, an additional work order will be raised and prioritised in the usual way.

If your heating system has failed and we are unable to carry out a repair on the first visit, we may provide temporary heaters for our more vulnerable tenants during the winter months.


Urgent repairs

Timescale:within 5 working days
  • Total loss of hot water.
  • Blocked drains, sinks, basins, toilets (where there is another one working in the property).
  • Any fault where a tenant is unable to use a garage managed by the council.


Routine repairs

Timescale:within 25 working days
  • General joinery repairs, for example easing/adjusting doors and windows.
  • Repairs of doors/frames/leaks to garages managed by the council.
  • Minor repairs to footpaths, boundary walls, fences and gates.
  • Repair of entry doors and/or windows.
  • Minor brickwork and plastering repairs.
  • Kitchen and Bathroom floor tiles that require repair/replacement.


Major work

Timescale:within 60 working days
  • Larger repairs to car parks, pathways and boundary walls/fencing.
  • Replacement of internal doors/windows.
  • Replacement kitchen units.
  • Larger plastering repairs.
  • Larger fencing repairs.
  • Routine clearing, adjustment / repair of gutters and rainwater goods.

We may need to invite contractors to tender for some of these work works and consult with leaseholders. In these instances the works will not be carried out within 60 days.

Time slots

After your repair has been prioritised and allocated a day to be carried out, you will be provided with one of the allocated time slots below.

Monday to Friday (morning)8am - 1pm
Monday to Thursday (afternoon)1pm - 4pm
Friday (afternoon)1pm - 3.30pm