Repair categories and timescales

When you request a repair it is given a priority rating. The rating is based on the nature of the work required. These priorities determine the urgency of the work and the related timescale for completion.

Our repair categories and timescales are:

Callout Attend within 2 hrs complete within 24 hrs
Emergency repair Attend and complete within 24 hrs
Urgent repair Complete within 5 working days
Standard 1 repair Complete within 10 working days
Standard 2 repair Complete within 20 working days
Planned repair Complete within 40 working days

Callout repairs

Callout repairs include:

  • Blocked flue to open fire or boiler
  • Blocked or leaking foul drains, soil stack or toilet pans where there is no other toilet
  • Loss of all electric power
  • Insecure external window or door
  • Significant leaks or flooding from water or heating pipes, tanks or cisterns
  • Unsafe power or lighting socket or electrical fitting
  • Loss of water supply

Emergency repairs

Emergency repairs include:

  • Blocked bath, sink or drain
  • Partial loss of electric power
  • Unsafe access path or step
  • Loss or partial loss of space or water heating (excluding gas fuelled appliances) where no alternative heating is available
  • Toilet not flushing where there is no other toilet in house
  • Partial loss of water supply
  • Loose or detached stair handrail
  • Unsafe timber flooring or stair tread

Urgent repairs

Urgent repairs include:

  • Faulty ballcock valves
  • Faulty toilet cistern
  • Leaking underground water mains
  • Leak at waste pipe joints
  • Leak at water pipe joints
  • Faulty taps
  • Faulty underground stopcocks
  • Faulty central heating circulation pumps
  • Replacement of toilet seats
  • Replacement of thermostat for showers
  • Airlock in domestic water pipes
  • No hot water
  • Faulty external lighting
  • Faulty heating appliances when not classified as emergency repair
  • Faulty sockets
  • Mechanical extract fan in kitchen or bathroom not working (if no window in room)
  • Replacement of missing slates, tiles and ridge tiles
  • Repairs to leaks at roof valley or lead gutters
  • Repairs to floorboards or other fixings which may be in dangerous condition
  • All repairs to external doors and windows for security purposes not included in emergency repairs
  • Dangerous slabbed footpaths

Standard 1 and Standard 2 repairs

These are any other repairs that are not listed in the examples above.