Response Times & Categories

Repairs are carried out in accordance with the type of work required and the urgency with which it needs to be carried out.

The repairs categories and response times are as follows:

Emergency 5 Hours Any follow-on work to be carried out within the relevant timescales
Out of Hours 5 Hours Any follow-on work to be carried out within the relevant timescales
Emergency Repairs are required where there is a danger to life, a hazard that compromises safety, or there is the potential for more damage to occur to the property.  It also applies where the property is not secure or where it is not wind and watertight.
Right to Repair 1 1 Working Day Examples include no heating or hot water, toilet not flushing where there is no other toilet in the house
Right to Repair 3 3 Working Days Examples include partial loss of water supply or unsafe timber flooring or stair tread
Urgent 5 Working Days Urgent Repairs are those where the comfort or convenience of the tenant has been compromised due to a fault occurring, or where not carrying out the repair will result in further damage to the property.  Examples include a minor leak or a faulty light fitting where there is alternative lighting.
Routine 20 Working Days Routine Repairs are ones that do not seriously interfere with the comfort or convenience of the tenant, and do not cause further problems or damage to the property.
Right to Repair 7 7 Working Days Examples include extractor fan in bathroom or kitchen not working.