How long it takes to repair a problem

When you report a problem to us, we decide if it's an emergency, urgent or non-urgent.

We deal with emergencies and urgent problems quicker than non-urgent problems.

Emergency problems

We aim to fix emergencies within 2 hours.

Emergencies are:

• no drinking water supply
• burst pipes with a leak you cannot stop
• blocked drains and toilets causing flooding
• complete power failure in your home
• dangerous structures, like ceilings, walls and chimneys
• fire or storm damage to your property
• securing your property after a break-in
• enabling you to regain entry if you have lost your key
• lift breakdowns

Out-of-hours emergencies

If there's an emergency out-of-hours, for example, in the middle of the night, we'll try to respond within 2 hours. This depends on the type of emergency. For example, if it's something dangerous that could hurt people or damage property.

Usually we'll come and make the situation safe. We'll then fix it completely as soon as we can, depending on how urgent it is.

Urgent problems

We aim to fix urgent problems within 1 to 5 working days. Urgent problems are:

1 working day 

• unsafe power, lighting socket or electric fitting
• total loss of water supply
• loss of gas supply
• blocked flue to open fire or boiler
• loss of heating including hot water (1 November to 30 April)
• blocked or leaking toilet or toilet not flushing
• leaking water pipe, heating pipe, tank or cistern
• insecure or broken external window, door or lock 

3 working days

• partial loss of electricity
• blocked bath, basin or sink
• rotten timber flooring or stair tread
• loose or detached banister or handrail
• tap that cannot be turned on or off at all
• loss of heating including hot water (1 May to 31 October)
• partial loss of water supply

5 working days 

• leaking roof
• door entry phone not working
• mechanical extractor fans not working 

Non-urgent problems 

We aim to fix all other problems within 20 working days.