Reporting a repair or problem continued

Repairs or problems you report to us will fall into three categories –emergency/essential repair/appointment.

An emergency repair is a fault which threatens danger or risk to the health of the occupants, or which could cause serious damage to the property.

If your repair or problem is an emergency we will attend within 24 hours from when you report it.

If we identify that your emergency repair cannot wait, we will prioritise your repair to attend even sooner. If this is the case we will let you know.

Appointment repairs are less urgent problems that can wait and we will book an appointment with you to carry out the required work or essential repairs.

Emergency - essential or routine

The following list includes some typical repairs or problems, and whether they are emergency or appointment repairs.

Each case will vary, but it gives you an idea of how quickly we will be with you to complete the fix.

1. Plumbing and heating

1.1 No drinking water

Before contacting us, please check with your water utility company to check that it isn’t a problem that they are already dealing with. If it isn’t – we will attend as an emergency repair.

1.2 No hot water

If your only source of hot water stops working, this is an emergency repair.

If you have an alternative source (for example, if your boiler breaks, but you have an immersion heater), this would be an appointment repair.

1.3

No

heating

No heating between 1 October and 31 March is an emergency repair.

Outside of these dates (over the summer), this is classed as an appointment repair – unless there is a child under the age of five, an elderly resident or a registered disabled person at the property, in which case we would treat it as an emergency repair.