We aim to carry out all our repairs within a reasonable timescale, but also need to retain some capacity to attend to your more urgent situations much quicker. We do this by separating our repairs into four categories; emergency, urgent, routine and scheduled. This enables us to achieve the correct balance and ensures that we help customers suffering the most disruption or those at risk sooner.
Work that needs to be attended to and rectified within 4 hours. These are repairs that need to be carried out to avoid serious danger to health and safety, or where a failure to carry out the repair could cause extensive damage to the buildings and property.
Work that needs to be attended to and rectified within 5 working days. These repairs that can cause disruption or significant inconvenience, and repairs which may worsen or affect your health if left for longer periods of time.
Work that needs to be attended to and rectified within 10 working days. These are day to day repairs causing some levels of disruption or inconvenience to you, and which are unlikely to significantly worsen.
Work that needs to be attended to and rectified within 25 working days, involving repairs that cause minimal disruption or inconvenience to you or which may be grouped together.