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Repairs service

Repair categories and timescales

Repairs are prioritised depending on the seriousness of the defect, the impact it will have on the household, and the potential damage to the property. The repair categories are explained below:

Emergency Repairs (attend in 4 hours and completed within 24 hours)

Any defect that puts the health, safety or security of the tenant, or a third party, at immediate risk; or that adversely affects the structure of the building.

This includes:

  • total loss of water
  • burst water main
  • flooding
  • severe storm damage
  • total loss of electricity supply
  • major fault with electricity supply
  • unsafe electricity fittings
  • breaches of security to outside doors and windows
  • total loss of gas supply
  • gas leak (please also report to Gas Emergency Service on 0800 111 999)
  • blocked flue to boiler
  • blocked main drains, soil pipe or sole toilet
  • heating loss during period 31 October - 1 April
  • hot water loss
  • failure of lift
  • failure of warden alarm or call system
  • fire damage
  • offensive or racist graffiti
  • roof leaks - Major

Routine Repairs (completed within 28 days)

A defect/repair that can be arranged at your convenience without serious discomfort, inconvenience or nuisance to you or a third party, or cause long term deterioration of the building including:

  • breaches of security to internal doors and windows        
  • graffiti 
  • repairs to doors, windows and floors    
  • repairs to external walls, fences and paths         
  • repairs to walls, brickwork and slates or tiles     
  • repairs or clearing of gutters and downpipes     
  • repairs to kitchen fittings           
  • repairs to plaster work 
  • dripping or leaking taps or shower units
  • other minor plumbing repairs   
  • repairs to tiling
  • easing doors and windows         
  • other minor day-to-day repairs or replacements
  • faulty extractor fan
  • faulty communal TV aerial
  • entry phone failure        
  • defective flooring          
  • damage to stair treads, handrails or banisters                               
  • minor electrical faults - key lights and sockets          
  • minor plumbing leaks or defects             
  • defective cistern or overflow - running or overflow       
  • blocked gutters              
  • severe dampness (inspection only)        
  • kitchen/bathroom - blocked drains, second sinks, basins, baths, toilets caused by a plumbing failure the Council is responsible for (that are not the main drain soil pipe or sole toilet)         
  • roof leaks - minor         

Planned non-urgent Repairs (completed within 3 months)

Planned non-urgent repairs we are responsible for which require a replacement rather than a repair of a component; these can be internal or external.

These can include:

  • replacement doors
  • replacement kitchen units
  • replacement baths and basins
  • renewal of fencing and gates
  • major plastering
Last modified on 03 April 2024

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