Request a repair

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.

All repair requests are categorised either under our responsive repair timescales or gas heating repair timescales.  Please see below for further details.


Responsive repair timescales

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)


Gas heating repair timescales

Repair category

Repair timescale

Repair example

Emergency

6 hours

(irrespective of time of year, 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.

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