Types of repairs


  1. Overview 
  2. Emergency repair 
  3. Urgent repair 
  4. Routine repair 
  5. Planned programme repair 
  6. Regular maintanance 


We have priority timescales for the different types of repairs you may report.

The timescales are based on the urgency of the work.

Find out about reporting a repair.

Emergency repair

This is a repair that could cause danger to life or property if not attended to immediately.

We will aim to make it safe within 4 hours, and, where possible, complete a repair.

Examples of an emergency repair:

  • uncontainable flooding
  • water on electrics
  • broken heating (between 31 October and 1 May) 
  • insecure properties

Please note: we may charge you if a repair that was reported as an emergency turns out not to be so. 

Urgent repair

This is a repair that affects your ability to live comfortably in your home.

We will aim to repair within 1 or 3 working days in line with government guidelines.

Examples of an urgent repair:

  • power failure
  • unsafe power or lighting socket / fitting
  • broken heating (between 30 April and 1 November)
  • total or partial loss of water supply
  • blocked toilet, sink, bath or basin
  • tap which cannot be turned
  • insecure external window, door or lock

Routine repair

This is a repair that is non-urgent and doesn't negatively affect the use of your home.

The estimated repair time is within 20 working days.

Examples of a routine repair:

  • plastering
  • brickwork
  • joinery

Planned programme repair

This is a repair where we are able to make better value for money by including them in a maintenance programme.

We will let you know that your repair has been included into a maintenance programme. We will contact you before the programmed works starts.

These repairs will be completed within 3 months.

Examples of planned repairs:

  • fencing
  • guttering
  • footpaths
  • external brickwork

Regular maintenance 

These repairs are regular and repeated.


  • gas servicing
  • water hygiene
  • electrical testing