Call us: Call us 0800 408 0000 / 0300 555 0121



Prioritising a Repair

To make sure we carry out your repairs as quickly and as efficiently as possible and that we complete the highest priority repairs first, we place repairs in the following categories:

Category 1 – Emergencies

Category 1: emergency repairs are situations where people are in danger or the home could be seriously damaged. In these cases we aim to get to you as quickly as possible.

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Emergency repairs of a serious nature or where the health of elderly, disabled or vulnerable people could be affected will be attended within two hours. Situations may include:

  • A pipe leak causing serious damage
  • A blockage where raw sewage is overflowing into a home
  • Electrical faults where there is a danger of fire or injury
  • Blocked toilet pan or a toilet which cannot be used (if there is only one toilet in the property)
  • No electricity or water supply
  • A heating system that has broken down in winter
  • A severe leak through the roof
  • An uncontrolled gas leak(if cutting off the supply does not
    control the leak)

We have an Emergency Repair Service to deal with this type of repair outside normal working hours. If you have an emergency repair, phone the Emergency Service on 0800 408 0000 and give full details of the problem. The Emergency Service only deals with emergency work, not jobs that can safely be left until normal working hours. The teams usually ‘make safe’ or do temporary repairs. Permanent repairs are left for normal working hours, so please do not expect the job to be done fully during emergency hours.

Gas leaks – if you smell gas you should immediately telephone National Grid (formerly Transco). Their number is 0800 11 19 99 and they will deal with any report of a gas escape free of charge.

Category 2 – Follow on emergency work

Category 2: follow on work from emergencies (completed within 2-3 working days) may include;

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  • No hot water
  • No lights in shared areas
  • Repairing a faulty cooker panel, if cooking by electric

Category 3 – Urgent work

Category 3:  urgent repairs (completed within 5 working days) may include;

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  • Putting glass in a door or window that has been boarded up
  • Unblocking a kitchen sink, bath or hand basin
  • Checking the electrics after a water leak
  • Repairing a heating system
  • Repairing a shared aerial system

Category 4 – routine repairs

Category 4:  routine repairs (completed within 10 to 15 working days, if there is no immediate danger)

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  • Replacing washers
  • Repairing electrical sockets in a hall or bedroom
  • Repairing rotten timber flooring, stair treads or broken
    banister rails
  • Replacing toilet seats
  • Plastering
  • Repairs to inside doors, locks and handles
  • Repairing or replacing skirting boards
  • Clearing blocked gutters

This information is designed to show some examples of likely repairs and categories. For a full list and more information about prioritising repairs, please see the Tenant Handbook.