Priorities and timescales for repairs

We operate a 24 hour free phone number 0800 052 5574.  Only emergency repairs should be reported out of office hours.  Alternatively, you can contact the Repairs Management Centre

We will arrange a suitable time with you for the repair to be carried out.

The following table outlines the different types of repairs categories and response times.

Emergency repairs 
(within 24 hours)

Urgent Repairs
(within 5 working days)

Routine Repairs
(within 20 wo
rking days)

Heating/plumbing

  • Gas leaks - gas emergency freephone number 0800 111 999
  • Flue gases
  • Fumes from solid fuel fire
  • The delivery of alternative source of heating
  • No heating or alternative
  • To commission central heating for a new tenant
  • Blocked toilet (if it is the only wc in the house)
  • Blocked drain where sewage rising
  • Leak from central heating pipes, boiler or tanks
  • Taps broken (i.e. water still running or taps unable to be turned off)
  • Leaks from wc, sink, wash-hand basin, waste pipes or radiators
  • WC not flushing (if it is the only wc in the house)
  • Blocked sink, wash-hand basin or bath (may be a tenant recharge)
  • No cold water (ie not from main supply in kitchen)
  • No hot water
  • No water from shower (if NO other bathing facilities)
  • Shower fault (if NO other bathing facilities)
  • Water ingress through ceiling and/or lights
  • Insecure gutters and down pipes which are likely to fall

Electrical

  • No power anywhere
  • No power from sockets
  • Bare wires or sparking
  • No kitchen or bathroom light
  • Close lighting (if out completely)
  • Unsafe light fitting
  • Unsafe electrical fitting

Joinery

  • Insecure window
  • Broken window (there is a charge for this service if a Police Incident number is not given)
  • External door not lock fast/secure
  • Tenant locked out, lost keys or keys stolen (there is a charge for this service if a Police Incident number is not given)
  • Unsafe timber flooring or stair treads
  • Unsafe ceilings (where health and safety is an issue)
  • Boarding up and securing property

Builder work

  • Roof tiles/slates hanging over the edge

Heating/Plumbing

  • Overflow running from loft or wc (sign of fault or repair is required)
  • Uplift of alternative heating after repair is completed and central heating is working
  • Airlock in pipes
  • Handle broken off cistern
  • Blocked toilet (if more than one wc in the house)
  • WC not flushing (if more than one in the house)
  • Clear partial blockage at sink, wash-hand basin or bath (this may be a tenant recharge)
  • Repair silicone seal around bath where the shower is in use
  • Leak from external soil/waste pipe

Electrical

  • Door entry system fault (e.g. faulty handset or buzzer)
  • Replace or repair individual light in a close (i.e. where other lights are working)
  • Outside light not working (for senior citizen or disabled person)
  • Install new smoke alarm
  • Faulty extractor fan
  • Renew pendant/lamp holder (if no other place to plug in lamp)

Joinery

  • Reglaze windows
  • Lockup security issues
  • Insecure handrail/banister
  • Remove or replace dangerous fencing

Builder work

  • Missing inspection covers or grating
  • Defective roof cover (i.e. loose or causing water ingress)
  • Unsafe paths/steps

Heating/Plumbing

  • Gas fire fault, where central heating is in place and working
  • Noisy boiler
  • Secure loose wash-hand basin
  • Resecure wc
  • Resecure sink
  • Resecure loose taps
  • Low water pressure
  • Renew tap washers
  • Shower fault (where bath is present)
  • Replace sanitary ware
  • Replace tanks/cylinders due to condition
  • Faulty central heating timer
  • Leaking gutters or down pipes
  • Single radiator/storage heater (outwith living room)

Electrical

  • Individual electric socket not working
  • Renew pendant/lamp holder (if lamp is in use)

Joinery

  • Insecure structure (e.g. door (bottom hinge), worktop or base unit)
  • Ease and adjust sticking windows and doors
  • Replace locks (where door is lock fast)
  • Broken floorboards (where Health & Safety is not an issue)
  • Faulty handle at lockup door
  • Internal door to bathroom not closing
  • Adjust or install weather bar to a timber door to prevent water penetration
  • Sealing around windows and doors
  • Lockup repairs (unless a security risk)
  • Replace kitchen unit or worktop
  • Timber infestation
  • Replace ceilings (where Health & Safety is not an issue)

Builder work

  • Chimney-head reinstatement or removal
  • Replace roof tiles
  • Plasterwork preventing decoration
  • Slabbing, steps, pathways etc. where safety is not involved
  • Renew clothes poles
  • External drainage works
  • Roughcasting
  • General builder work
  • Routine plasterwork

We will be flexible and use discretion if you have severe personal difficulties and need a repair (not shown above) classed as an emergency.