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What is an Emergency Repair?

Upon receiving a report of a repair problem we will prioritise the repair as emergency, urgent or non urgent.

Emergency repairs (attend within four hours)

Examples of repairs that would be considered emergencies are:

  • Gas leaks. These should be reported directly to the National Gas Emergency Service on 0800 111 999. Their full details and advice about what to do if you smell gas are available on the National Grid website
  • Total loss of electricity or a dangerous electrical fault
  • Total loss of water supply or a major leak (such as a burst pipe or water tank within the property)
  • If you only have one toilet and you cannot use it (the cost of this repair is rechargeable if the problem was caused by you)
  • A blocked drain or serious leak of sewerage (the cost of this repair is rechargeable if the problem was caused by you)
  • If your heating breaks down during winter where there is no other form of heating available. These should be reported directly to our contractor BSW Heating on 0800 206 1371
  • Any other repair that poses a risk to you or the public or to the structure of the building

When a repair problem is categorised as an emergency, we will attend within four hours. If we are unable to complete a permanent repair at that time, we will undertake whatever temporary measures are practical to ensure the situation is safe. The next working day we will make arrangements to undertake a permanent repair of the problem.

Urgent repairs (undertake within three working days)

Examples of repairs that would be considered urgent are:

  • Partial loss of electrical power or light
  • Unsafe power, lighting socket or electrical fitting
  • Partial loss of water or gas supply
  • Loss or partial loss of space or water heating
  • Blocked or leaking drains, or soil stack
  • Toilet blocked or not flushing
  • Blocked sink, bath or basin
  • Tap which cannot be turned
  • Leak from water or heating pipe, tank or cistern
  • Leaking roof
  • Insecure external window, door or lock
  • Loose or detached stair hand rail
  • Rotten timber floor or stair tread
  • Door entry phone not working
  • Extractor fan not working in a kitchen or bathroom with no other venting

When a repair problem is categorised as urgent, we will attend within three working days. In certain circumstances we may treat an urgent repair as an emergency, for example a blocked toilet would be an emergency where it is the only toilet in the property.

Non-urgent repairs (undertake within 28 working days)

These are less urgent repairs that can wait a short time (up to 28 days) and include minor problems with toilets, baths, sinks, doors or windows sticking, plaster repairs, brickwork and other non-urgent internal and external repairs.

How to report a repair

Details of how to report a repair are given on our report a repair page.

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