Response times

Communal repair response times

When a resident reports a problem in a communal or shared space, it is our responsibility to repair it. We group repairs into four response time categories. The times are measured from the date you report the problem to us. We aim to complete the job within the response times given below.

Emergency repairs

We will get someone to your home as soon as possible and make the situation safe within 24 hours.

This is for repairs that are needed to remove immediate danger to people and avoid flooding or major damage to the property. It is also to make sure the property is secure, or in some cases to get the heating or electricity back on. We will let you know if further work is needed.

Urgent repairs

We will arrange an appointment and do the work within five working days.

This is for work that needs to be done quickly but where there is no immediate health, safety or similar risk.

Routine repairs

We will arrange an appointment and do the work within 15 working days.

This is for work inside or outside your home where the problem does not cause immediate inconvenience or present a danger to occupants or the public but should not wait for planned work.

Planned work

We will advise you of a timescale when these works are due to take place.

This is when we carry out certain non-urgent works to several homes together rather than an individual jobs as this is more efficient. See more about planned and cyclical works.

How to contact us about repairs

See request and track a communal repair for our contact details.