Stock construction workers

What we class as an emergency, urgent and routine repair

Emergency repairs – attend and make safe within a 24 hour period. Real danger to life and limb or chance of serious damage to the property. For example:

  • 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 security risk
  • Blocked flue
  • Smoke detector not working (does not include changing batteries)

Urgent repairs – complete repair within 5 working days. These are repairs that don’t threaten your health or home but which are a serious inconvenience. For example:

  • Electrical faults
  • Minor roof leaks
  • Heating failures (between 1 May and 31 October)
  • Plumbing leaks
  • Non flushing toilet
  • Loss of hot water

Routine repairs – complete within 20 working days. 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

Larger repairs that require to be planned – complete within 40 working days.

• Rebuild chimney