If you ask us to repair something in your council home, we will first decide if it is an emergency repair, an urgent repair or a routine repair. Sometimes we may have to visit to make this decision. We will usually do this within 5 working days.

Emergency repairs

Emergency repairs need to be done to:

• avoid serious danger to the health and safety of the residents
• avoid serious damage to the buildings and property

Emergency repairs include:

• loss of all electrical power in the property
• loss of all heating and hot water in the property
• blockage of toilets
• major leaks or flooding
• main entrance to property is broken in a way that it can't be locked

Emergency repairs will be completed within 4 or 24 hours of being reported to us, depending on our ability to access the property.

Emergency call outs (out of hours)

For emergencies where there is a danger to you or your home, our contractors will attend to make safe. A further appointment will then be made to carry out a permanent repair.

Urgent repairs

Urgent repairs are repairs that may affect the comfort of residents and could cause damage to the property if not repaired urgently.

Urgent repairs include:

• renewing light fittings
• repairs to leaks within the property that have been contained
• leaking overflow of outside pipes

Urgent repairs will be completed within 5 working days of being reported to us.

Routine repairs

Routine repairs are those that are not urgent, although they may cause an inconvenience.

Routine repairs include:

• adjusting a window to make it easier to use
• clearing an overflowing gutter

Routine repairs will be completed within 20 working days of being reported to us.