Repair Categories

 Response Times 

Our repairs service needs to have standards which we can measure our performance against. The response times we have for each category of reactive repair are detailed below. 
Category Response Time 
Emergency        - 24 hours 
Urgent               - 4 working days 
Routine 1          - 10 working days
Routine 2          - 20 working days

Repairs Categories 

It is not possible to provide a definitive list of all the repairs falling into each of the immediate callout, emergency, urgent and routine categories. The following provides guidance that should cover many cases. 
Category Example Response Time
Emergency Repair
  • Total Loss of heating and/or hot water and tenant has no alternative forms available.
  • Blocked Flue to boiler or fire
  • Badly leaking pipe, heating pipe, radiator, tank or cistern
  • Oil/Gas leak
To be attended within 4 hours to make safe and works to be completed within 24 hours.
Urgent Repair
  • Partial loss of heating and/or Partial loss of hot water.
  • Minor plumbing leaks, waste pipes, radiator valves
  • External leaking overflows
To be attended and complete within 4 working days
Routine 1
  To be attended and complete within 10 Working days
Routine 2
  To be attended and complete within 20 Working days


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