Response times

We group repairs into response time categories. The times are measured from the date you report the problem to us. We aim to complete a job within the response times below.

Please note that for the majority of Temporary Accommodation and Let Start properties, Octavia do not own the freehold and therefore some of these times may not apply. In all cases, we will try to address your repair as quickly as possible.

Emergency:  We will get someone to your home and make the situation safe within 24 hours

  • Blocked drains
  • Blocked toilet where you only have one
  • Complete loss of power or light
  • Gas leaks
  • Total loss of heating or hot water during winter months
  • Leaks that canít be contained that are still causing damage

Sometimes, particularly if your job is an emergency, the contractor may need to sort out the immediate problem so that your home is safe, but return later to finish the repair.
 

Urgent: 5 working days

  • Water leaks
  • Roof leaks
  • Door entryphones
  • Partial loss of power or water
  • Blocked or leaking drains
  • Toilet not flushing
  • Taps not opening or closing

Our contractors are happy to arrange morning (generally 8.30am- 1.00pm) or evening (1.00pm -5.00pm) approintments. If you are unable to make these times, contractors may be able to be flexible. Please discuss with the customer services officer when you call.
 

Routine: 15 working days

  • Doors/windows sticking
  • Plaster repairs
  • Brickwork
  • Bathroom fittings
  • Kitchen units
  • Extractor fans
  • Making safe

Planned work

This is when we carry out certain non-urgent works to severa lhomes together rather than as individual jobs, as this is more efficient. We will advise you of a timescale when these works are planned to take place.
 

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