Repair Response Times

Repair requests are divided into 3 main categories. These determine how quickly the Association needs to respond. Individual situations may also influence response times. For example if a WC is not working right but there is a second one in the house, a visit from a plumber would not need to be quite as prompt.

Emergency Repairs – 24 hour target

To be treated as an emergency, the fault must carry the risk of immediate injury to people or major damage to property. Examples of emergency repairs are:

  • Escape of gas or fumes; electrical fittings in contact with water; live or bare electric wiring; sewage overflowing into the home; outside doors that need secured;   burst storage tanks, cylinders or pipes; failure of all lights or all power; failure of heating systems in severe weather and where no alternative is available.

It may not be possible to fully repair all items during the 24 hours. For example, a part may have to be ordered to complete a repair.

Urgent Repairs – 4 working days target

An urgent repair needs a prompt response but is not an emergency. We will attend to urgent repairs within 4 working days. Examples of urgent repairs are:

  • Faulty light switch, socket or pendant; faults at water heating circuits; ball valve faults at storage tanks or WC cisterns; leaks in WC flush pipes, waste pipes, valves or radiators; blockages at sewers or drains; major water penetration at external doors or windows.

Routine Repairs – 4 week target

If a repair is not classified as emergency or urgent then it is a routine repair and will be completed within 4 weeks. These repairs do not cause a major inconvenience or serious damage to the fabric of the building. Examples of routine repairs are:

  • Cleaning or repairing gutters or downpipes;   easing or repairing doors or window-sashes; plasterwork repairs; repairs to damaged roof tiles/slates or lead flashings; repairing kitchen fittings and worktops; repairs to floors or tiling.