How long repairs take

To ensure we prioritise the most urgent work, we follow set timescales for completing repairs across the homes we manage:

• 24 hours for emergencies
• 7 days for urgent repairs
• 28 days for routine repairs.

You can report a repair or report damp or mould online at any time.

We aim to complete emergency repairs within 24 hours of your report.

Emergency repairs are for problems that could seriously harm someone or cause major damage to your home. For example:

• no heating in winter and no other way to stay warm
• water leaking near or onto electrics
• no power or lights (not caused by a power cut)
• blocked or overflowing toilet waste drains
• walls that might fall down soon.

We aim to complete urgent repairs within 7 days of your report.

Urgent repairs are for problems that need fixing soon to prevent further damage or major inconvenience but are not immediately dangerous. For example:

• electrical repairs
• no hot water
• small roof leaks that can be controlled
• leaking waste or overflow pipes
• blocked sinks or baths.

We aim to complete routine repairs within 28 days of your report.

Routine repairs are for problems that will not cause serious discomfort or damage your home but may still cause minor inconvenience. For example:

• fixing doors, cupboards, or other woodwork
• repairing kitchen units
• minor plastering repairs
• fixing cracked windows
• minor repairs to brickwork, walls and roofs.

If you report damp, mould or condensation, we aim to complete an initial survey of your home within 2 working days. Any required repairs will be completed in line with the emergency, urgent or routine repair timescales above.

We’ll always do our best to carry out your repair as quickly as possible. Timescales are our targets and may vary if parts are delayed or specialist work is needed. We’ll keep you updated if there are any changes.

If your situation changes or the problem gets worse, please contact the Customer Access Team on 0800 5870211 straight away so we can reassess the urgency.