Guide to repairs

What we are responsible for

We are responsible for maintaining the structure and exterior of your home, the main services and the communal areas in block of flats.

This is not an exhaustive list, but the examples below should give you an idea what we will keep in repair:

  • window frames and external doors
  • plumbing, internal blocked waste pipes, gullies or traps
  • heating systems
  • kitchen units
  • internal walls (plastering)
  • floors
  • installations for the supply of water, gas, electricity and sanitation
  • communal equipment including lifts, heating plants and the lighting of communal areas (inside and out)

What you are responsible for

The below list does not cover everything you are responsible for in your home, but it should give an idea of what types of work we will not send out a repair operative for.

  • damage by a member of the household or a visitor
  • replacing lost keys and damaged locks (except in the cases of fair wear and tear)
  • internal doors and furniture
  • curtain track batons
  • toilet seats
  • plugs and chains to sinks and bathrooms
  • broken window glass (unless it has been reported as a crime and you have the crime number)
  • electric light bulbs, plugs and fuses
  • air filters, including cooker hoods
  • batteries for smoke detectors
  • minor cracks in plastering

How quickly will we fix the problem?

How quickly we deal with your repair will depend on the category of the repair. We categorise into Emergency, Urgent and Routine Repairs.

Click the titles below to see more about each repairs type

Emergency (24 hours)

Emergency repairs should be completed within 24 hours. This is when a vital service has broken down and is likely to cause risk to you, members of your household, your neighbours, your belongings or your home.

We will always "make safe" within 24 hours, we may not be able to restore what was broken, in the example of a broken window, we will board the window within 24 hours and then replace under an urgent repair.

Other examples of what would constitute an emergency repairs are

  • make safe leaks, electrical faults and other hazards on housing land
  • total loss of water supply
  • toilet blockage or not flushing (where it is the only toilet in the property)
  • blocked flue to a boiler or open fire
  • total loss of electrical power
  • forced entry (where appropriate)
  • make safe after a break in
  • provide temporary heaters where heating has failed

Urgent (3 days)

Urgent repairs are done within 3 working days. These are repairs that can wait without causing major inconvenience. 

Examples include:

  • blocked sink, bath or basin
  • toilet blocked or not flushing - where there are other toilets in the property
  • broken sanitary fittings which can no longer be used
  • removing hazards
  • repair leaks, electrics or heating (replacement boilers may take longer due to the need of an asbestos survey)
  • jet drains

Routine (28 days)

Routine repairs are ones that can wait without causing major inconvenience. These will normally be done within 28 working days.

Examples include:

  • general carpentry repairs
  • communal repairs
  • underground leaks
  • overflows and taps continually running
  • extractor fans
  • roof leaks to garages and outbuildings
  • window, roof and guttering repairs
  • fences and gates
  • plastering and tiling
  • painting and brickwork