If you are reporting an emergency, a contractor will attend your property within 4-6 hours of you raising the repair with us. Emergency attendance is required where there is a risk to health and safety or a risk of major damage to the structure/fabric of the building. Examples include, but are not limited to, a WC not flushing where this is the only WC in the property, a burst pipe, or a gas leak.

If you are reporting a general repair, a contractor will immediately be assigned to the job. The selected contractor will then contact you within 2 working days to arrange an appointment. Works will be started within 30 days of the order being raised with the contractor. Some jobs may require special materials or parts to be ordered in which will be subject to their own lead times. This may mean that in exceptional cases, the 30-day time frame will be exceeded. Where appropriate, the job will be made safe during the waiting time.

At times, we may need to arrange a pre-inspection to fully identify all works required to complete the repair. You will be advised of this and asked when access is available to do so.

Non-emergency but urgent repairs to heating, plumbing and security systems will be assessed on a case by case basis and where applicable will be prioritised.