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Repairs can be reported by:
When you report a repair, we need from you:
- details of exactly what is wrong or needs to be fixed
- a time when you will be in your home to give access to a contractor – preferably morning or afternoon and the days you will be in
- alternatively, you can give us permission to use your spare key if we have one
- your telephone number
Please ensure that you report repairs promptly wherever possible, preferably first thing in the morning.
When your repair is reported, we will decide on how long the contractor has to complete the job, depending on how urgent the repair is. There are 4 types of repair priority:
Qualifying Repairs
some small, urgent repairs including blocked sinks and toilets, loss of water supply, loss of power or gas, unsecured external doors. Target time: Within two hours and made safer or repaired within 24 hours of reporting.
Emergency Repairs
for example, serious leaks, choked drains sinks and toilets, no heating or hot water, no power. Target time: contractor to call within two hours or reporting the repair and complete the repair within twenty four hours.
Urgent Repairs
for example, faulty sockets and lights, door entry systems, cracked glass, faulty window catches, faulty door locks. Target time: three working days.
Standard Repairs
this applies to most other repairs including faulty kitchen hinges, door handles, cracked sockets, fencing and bin-shed doors. Target time: seven working days.
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