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Priority of Repairs

Priority One – Emergency Repairs (24 hours)

Any repairs required in order to avoid a danger to health, risk to the safety of Residents or serious damage to buildings or internal contents – within 24 hours of report of defect. In circumstances where this is not practicable, managers will make best temporary arrangements.

Examples include:

• Damage that puts people or building at serious risk

• Fire alarm system not working

• Total loss of heating in winter months

• Total loss of gas supply

• Total loss of electrical power

• Loss of water supply or a burst water main

• Serious water leaks/flooding

• Insecure outside doors or windows

• Blocked or leaking foul drain or soil stack

• Blocked or no-flushing toilet* (if the only toilet in the property)

*Please note that blockages caused by tenants are not included and should be dealt with by tenants.

Priority Two – Urgent Repairs (3 days)

Repairs to defects, which materially affect the comfort or convenience of the residents -within three working days of report of defect.

Examples include:

• Blocked drains, sinks, basins and toilets* (where there is another one working in the property).

• Total loss of hot water in summer months (except vulnerable households)

• Minor plumbing leaks

• Minor electrical faults

• Defective flooring or stair treads if causing trip hazard

*Please note that blockages caused by tenants are not included and should be dealt with by tenants.

Priority Three – Non urgent day-to-day repairs (30 days)

Reactive repairs not falling within the above categories – within 30 working days of report of defect.

Examples include:

• General joinery repairs, for example easing/adjusting doors and windows

• Non-urgent electrical work not listed above