Emergency repairs
Emergency repairs are our highest priority because they may affect your health, safety, or security. We also class a repair as an emergency if it could cause serious damage to your home or a neighbour’s property.
- We aim to make safe within 24 hours (though most are attended to within four hours).
- A follow-up appointment will be booked to fully fix the issue.
Find out if your repair is an emergency
Non-urgent repairs
We prioritise repairs based on urgency to ensure the most important ones are completed first.
In autumn and winter, we adjust our priorities based on the season. For example, we’ll fix heating issues more quickly in winter than a garage or parking space repair.
How long will my non-urgent repair take?
- Most non-urgent repairs are completed within 30 days.
- Some repairs may take up to 120 days, depending on demand, weather conditions, and the complexity of the job.
Repairs that may take longer include:
- Boundary fences
- External walls, brickwork, and rendering
- Floor coverings
- Garage repairs
- Letterboxes (unless they are fire safety-related)
- Pathways, steps, and access points
- Parking space repairs
- Repairs that require consultation with other residents before we can begin the works (this is often called a S20 consultation)
- Repairs that require specialist equipment or permission from a local authority or similiar organisation.
If a repair poses a health or safety risk, we’ll make it safe first, then complete the full repair within our 120-day timeframe.
To ensure that we can engage with all stakeholders and all relevant guidelines/legislation, we reserve the right to vary our service levels as required.
Vulnerable residents
If you or a member of your household has vulnerabilities, we’d like to help. Please make us aware of any vulnerabilities that we need to take into account, when booking your repair as this will help us to prioritise your repair. For more information please contact us.
Our customer policies