The length of time your repair takes depends on the type of repair you need. We put each repair into a category:
Emergency and urgent repairs
Emergency repairs are situations where there’s a risk to someone’s health or safety, a home is not secure, or there’s damage that will compromise the structure of your home.
We aim to come to your home, or the communal area where the issue is, and make it safe within twenty-four hours. If our operative or contractor cannot fix the problem straight away, they will carry out a temporary repair to make it safe.
Routine repairs
Routine repairs are repairs which are unlikely to cause serious health and safety problems or serious damage if they're not fixed straight away. For example, repairs to taps, gutters, doors and windows.
In most cases we can offer an appointment when you report the repair, that is mutually convenient. We aim to complete repairs within 20 calendar days . This depends on if specialist parts are required that need to be customised for your repair (such as something made to measure).
We'll contact you to arrange appointments and give updates as necessary while the job progresses. During busier periods we may need to extend our timescales, but we'll always keep you updated.
Planned repair works
Planned repair works are bigger repairs that take longer to arrange. For example, repairs where we need to use specialist contractors, carry out surveys or do more investigation.
These repairs would include work to paths, flat roofs, plastic windows and major problems with water supply and drainage.
We'll give you a completion date and also progress updates and appointment times. During busier periods we may need to extend our timescales but we'll always keep you updated.