Emergency ‘A’ – Same Day response

• Damage or faults to a property where there is an immediate serious risk to persons or property, for example unstable structures or serious flooding

Emergency ‘B’ – Same Day

• Gas leaks
• Dangerous electrical faults
• Complete lighting failure
• Serious water leaks from tanks and pipes
• Blocked drains
• Dangerous structures
• Failure of heating system in winter when property is occupied by elderly tenants, tenants with young children or otherwise vulnerable
• Re-glazing where its absence presents a lack of security
• Public area lighting
• Blocked toilets (where there is only one toilet in the property)
• Lift breakdown

Emergency ‘C’ – 1 Working day

• No hot water or heating outside winter months
• No heating (outside winter months or where tenants are not vulnerable)

Urgent Repairs – 3 Working days

• Leaking pipes/waste traps
• Faulty front door locks (but not lock-outs which are the responsibility of the tenant)
• Blocked toilets (where there is more than one toilet in the property)
• Intermittent electrical fault (‘tripping’ circuits)

Routine Repairs – Within 15 working days

• All other items of a day to day repair nature

Cyclical Maintenance – Annual

• Boiler servicing
• Gas safety check
• Electrical safety check
• Appliance safety check