Repair timescales

All repairs are categorised into three different response times:

• We aim to respond to emergency repairs within five hours
• Urgent repairs are usually fixed within five working days
• Routine repairs are attended to within 20 working days

Emergency Repairs

Emergency repairs are required where there is a danger to life, a hazard that compromises safety, or there is a potential for more damage to occur. It also applies if your home or flat development is not secure, or not wind and watertight.

If we cannot fix the problem straight away, we’ll ensure your home is made safe and that any follow up works are carried out within the relevant timescale. 


Urgent repairs

Urgent repairs are those where the comfort or convenience of your home has been compromised due to a fault occurring, or where not repairing will result in further damage.  Examples might include a minor leak or a faulty light fitting - where there is alternative lighting.


Routine repairs

Routine repairs are those which don’t seriously interfere with your comfort or convenience and which won't cause further problems or damage.

Complex repairs

There are many reasons why a repair may be classed as complex. We have provided a list below, which is not extensive, but shows some examples of what a complex repair could be:

• Special or bespoke materials (e.g windows or doors) are needed, these are only supplied by specific manufacturers and the manufacture/delivery period is a long process.

• Specialist work is required where investigation works are necessary which could potentially include cases of damp/mould, drainage issues, structural repairs or floor coverings. Any repair that requires two trade/paired working attendance will also be classed as complex.

• Any repair scheduled to take longer than a day to complete will be classed as complex.

• The repair is a one off major component replacement or a repair that is over the value of £500 for example roofing works.

•The repair involves a specialist type of heating/power source such as solar panels, MVHR or air source heating.

Tenants are responsible for allowing access for all agreed appointments. Failure to allow access for an agreed appointment will result in the repair being cancelled and a recharge raised in line with the Recharge Policy.

Right to Repair Scheme 

The 'Right to Repair' scheme gives tenants of housing associations the right to have small urgent repairs carried out within specific timescales. If these timescales haven't been met, you have the right to claim compensation.

The Repairs and Maintenance section of your Tenant Handbook provides further information about all categories of repairs, including your responsibilities, rechargeable repairs and details of which repairs qualify under the Right to Repair scheme.