How Long Will the Repair Take?

We have guidelines on how long different repairs should take. This ensures that everyone is treated fairly.

The main types of repairs are:

Emergency work: Within 24 Hours

These are repairs which if not dealt with very quickly could cause injuries or further damage. This includes things like burst pipes, blocked drains,securing windows or doors, and loss of electricity.

In the event of an emergency you should contact the Housing Response Team on 01530 454635 for advice on what actions can make the property safe.

If you can't carry out the advice yourself and a neighbour, family member or friend can't help, the a worker will call that day.

If you call between 5.00p.m. and 8.45a.m. Monday to Friday or on a weekend or Bank Holiday
on 01530 454789 a contractor will call and make the property safe.

Where the contractor makes the property safe, a return visit will be arranged to finish the repair the next working day.This will happen unless parts are not available or it is not an emergency, then it will be done within the relevant category and timescale.

If that happens the repair will be completed at the earliest opportunity. We will advise you of progress until the repair is complete.

If you are vulnerable or have special needs, we will take appropriate measures in addition to the make-safe policy. For example, temporary heating may be provided in certain circumstances.

Vulnerable tenants will receive a quicker response to emergency work such as heating and hot water repairs, all year round.

Urgent work: Within seven days

These are repairs which need quick attention and don't require an inspection first.
These include re-fixing toilet seats and repairing minor leaks.

Routine work: Within 28 days

These are less urgent repairs such as leaks to a gutter, repairing a noisy heating system or fitting a light switch.
Some of these repairs may need to be inspected before the repair can be done.