Response Time

When you report a repair, it will be given a priority, depending on the nature and urgency of the work. We have three timescales for completion of repairs;

Priority E (Emergency) 3 / 24 hours response
Out of office hours we will aim to respond within 3 hours. During office hours we will still aim to respond within 3 hours, however may extend this to 24 hours. Repairs that fall into this category are emergency repairs of making safe.

Priority U (Urgent) 7 day response
For example, urgent plumbing, carpentry, heating electrical works.

Priority R (Routine) 28 day response
For example, non-urgent small plumbing, carpentry works, gutter repairs, plumbing renewals, floor repairs, brickwork, roofing repairs other than emergencies.

We will prioritise repairs for people we are aware are “vulnerable”. We broadly define “vulnerable” as older people, disabled people, people suffering from long term illness or poor health, or children under three years old. If you feel vulnerable, please let us know when you report a repair.