Repairs & Maintenance

Emergency repairs include:

• Your Access door to your building or flat/room is broken or not safe

• Serious flooding and leaks (staff to check & isolate)  

• No water supply at your property 

• Complete loss of electricity 

• Blocked toilet, if there’s no other toilet available

• Unsafe power, lighting or electrical fitting  

• Total or partial loss of gas supply   

• No heating – If heating can’t be restored staff/housing managers may be able to give residents temporary heating  

• No hot water  

• Trapped in a lift 

• Broken window restrictor

These will be responded to within 24 hours.

Any repair issue where the property is unsafe, will be made safe within 24 hours and repaired in due course.

A Maintenance  Out of Hours Emergency is when there is an imminent threat to persons’ safety or risk of damage to the building.  

This includes:

• Uncontrollable mains water leaks  

• Uncontrollable water leaks from heating systems   

• Total loss of electricity to the building  

• Dangerous/exposed electrical wiring   

• Broken windows or doors where residents’ security and safety are put at risk  

• Fire  

It is NOT a Maintenance Out of Hours Emergency if:

• a water leak can be contained until normal working hours
• only a few rooms have no electricity
• the breakdown or repair is not an imminent threat to persons or causing damage to the building
• the breakdown or repair can be dealt with as a routine repair.

Out of hours emergencies will be responded to within 24 hours.

Urgent repairs include:

• Blocked sinks, baths and basins
• Blocked toilet  

• Leaking toilets, pipes and drains  

• Faulty front or back doors   

• Repairs to collapsed ceilings  

• Single lights or sockets not working  

• Partial loss of electrical power  

• Partial loss of water supply  

• Leaking from water or heating pipe, tank or cistern  

• Leaking roof – water is containable  

• Door entry phone not working  

• Damp and mould-to inspect 

These will be responded to within 5 working days.  (7 calendar days)

Routine repairs include:

• leaking gutters  

• dripping overflows  

• sticking doors and windows  

• slow draining sinks, baths and basins  

• works to trees, shrubs, gates, fences, and boundary walls  

• Damp and mould works

These will be responded to within 20 working days.  (28 calendar days)