Length of time a repair takes

Emergency repairs

We aim to carry out emergency repairs within two hours. Emergency repairs are:

  • no drinking water supply
  • burst pipes and you cannot stop the water leak
  • blocked drains and toilets causing flooding
  • complete power failure in your home
  • dangerous structures, such as 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.

Urgent repairs

We aim to carry out urgent repairs within one to five working days. Urgent repairs are:

One working day

  • total loss of electricity
  • 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 external window, door or lock.

Three working days

  • partial loss of electricity
  • blocked bath, basin or sink
  • rotten timber flooring or stair tread
  • loose or detached bannister or hand rail
  • 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.

Five working days

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

Non urgent repairs

We aim to carry out all other repairs within 20 working days.

For more information on timescales, read the housing repairs guide (pages 7-9).