When you request a repair, the repair will be given a category based on the seriousness and urgency of the repair. The categories are listed below.
Exceptions to these categories may be necessary: where the tenant is at risk or vulnerable; where insurance claims are required, or where a legal responsibility resides with others - e.g., during a new-build Contractor's Defect Liabilities Period. Temporary arrangements only may be necessary where specialist parts are required.
Tenants who fail to keep to the terms of the tenancy will get a Standard Repair Service. This means that Emergency Repairs will be carried out as normal, but all other repairs will be placed in Category.
Category 1: Emergency Repairs (within 24 hours)
The repairs in this category are:
- Dangerous electrical faults
- Total loss of power/lights; is vulnerable)
- Total heating failures in winter (where tenant is vulnerable)
- Major plumbing faults (e.g., where flooding occurs)
- Making homes secure (e.g., boarding up, temporary make safe to doors and windows)
- Blocked sewers or shared drains
- Severe water or roof leaks where uncontrollable, causing damage to interior
- Major electrical faults/loss of power/light
Category 2: Urgent Repairs (within 7 days)
The repairs in this category are:
- Total heating failure in winter (unless tenant is vulnerable)
- Water leaks
- Total hot water failures where vulnerable
- Constantly running overflows
- Total failure of door entry/security systems
- Communal light repairs (where there is potential risk)
- Hot water failures
- Partial heating failure
- W.C. repairs (including no flush)
- Cooker or fridge failures
- Repairs to doors, windows, where security is at risk
- Badly leaking WHB, bath, or sink taps
Category 3: Routine Repairs (within 28 days)
The repairs in this category are:
- Minor electrical faults (e.g., extractor fan)
- Individual door entry faults
- Weeping radiator valves
- Communal repairs, e.g., lights, surfaces (unless potential risk)
- TV systems
- Repairs to smoke alarms
- Re-glazing (where boarding up, if necessary, has been carried out)
- Replace faulty external door locks
- Communal path repairs (where there is potential risk)
Category 4: Programmed Repairs (within 90 days)
The repairs in this category are:
- Easing doors/windows
- Plaster repairs
- Repair/replace doors
- Externals, e.g., fence, paths, clothes post repairs
- Intermittent overflow
- Kitchen units
- Repair floorboards
- Stiff/dripping taps, other minor plumbing faults (including poor flushing to W.C.)