Repairs are an important part of looking after your home. Sometimes repairs are necessary because of general wear and tear, or because things go wrong and need a little extra attention.
You can request general property, heating and hot water repairs by calling our customer services team on 0300 300 0059 or by completing our non-emergency repair form. Please DO NOT use this form to report emergency repairs.
All repair requests are categorised either under our responsive repair timescales or gas heating repair timescales. Please see below for further details.
We have recently upgraded our responsive repair targets. This is what you can expect from our new and improved service:
|
Repair category |
Repair timescale |
Repair description |
Repair example |
|
Emergency
|
4 hours |
Repairs that present a health and safety risk and/or cause real danger to people or property.
|
Unsecure door/window causing security issue
|
|
Urgent
|
4 days |
Repairs that cause significant inconvenience but are not a health and safety risk.
|
Containable leak |
|
Routine
|
17 days |
Minor repairs that are not urgent.
|
Plaster patch to wall
|
|
External works
|
30 days |
External repairs that due to their nature need to be completed outside of the MOT programme.
|
Fence and gutter repair not covered by MOT
|
|
Major works
|
60 days |
Jobs where the work either costs more than £500 or takes more than a day to complete.
|
Rebuild brick wall |
|
Empty homes: Minor works Major works |
8 days 30 days* |
|
|
(*Timescale may change subject to the scope of the repair required)
|
Repair category |
Repair timescale |
Repair example |
|
Emergency |
6 hours (irrespective of nature or customer vulnerability) |
No heating or hot water. (Winter period only 1 Oct - 31 March) Uncontrollable water leak. Report of gas leak, carbon monoxide or fumes.
|
|
For all emergency repairs an engineer will attend and make safe, fix the problem or provide alternative heating until the problem can be resolved as per the timescales below: |
||
|
|
5 days |
Gas combi boiler repair. |
|
|
10 days |
Fire back boiler, solid or oil fuel appliance repair. Solar thermal system repair. |
|
Non-urgent |
15 days |
Room thermostat repair. Radiator value repair. Dripping radiator repair. |
Severnside Housing
Severnside House, Brassey Road, Old Potts Way, Shrewsbury, Shropshire SY3 7FA
Registered as a Charitable Community Benefit Society (8084)
Registered with the Regulator of Social Housing (LH4325)
VAT Number: 135 5241 33