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What we class as a priority or routine repair

Priority repairs – We will treat any repair as a priority where there is a serious, immediate risk to your health and safety or the security of your home. These will always be carried out before we arrange other repairs. Our aim is to always make safe and we may have to come back at a later date to finish the repair.

  • Storm, accident or flood damage
  • Gas leaks – contact the National Gas Emergency Line on 0800 111 999
  • Complete loss of electric supply – contact your electricity supplier first
  • Complete loss of water supply – contact your water supplier first
  • Heating failure between 1 November and 30 April (unless alternative heating is available)
  • Blocked or leaking foul main drain
  • Blocked toilet where there is only one in your home (but you may be charged if you or your family have caused the blockage)
  • Major pipe bursts
  • Major roof leaks
  • Broken main entrance door /window posing a security risk
  • Blocked flue
  • Smoke detector not working (does not include changing batteries)

Routine repairs – We will aim deliver these at a convenient time for you, however we may not always be able to achieve this during busy periods. These are repairs that are needed to put something right that isn’t causing serious inconvenience. For example:

  • Dripping tap
  • Repairs to light pendants and electrical fittings
  • Minor carpentry repairs
  • Minor fence repairs
  • Failure of extractor fans
  • Defective gutters/rainwater pipes

Some larger, more complicated repairs may need planning and may take longer to complete. These will still be delivered by agreeing a timescale with you, even if it is fitted into our planned maintenance programmes.