What are the response times for repairs?

What are the response times for repairs?

We have two types of repairs banding – Emergencies and Routine repairs.

Emergency Repairs

We aim to attend all Emergency jobs within 4 hours with a view that our engineers will make the situation safe.  We will aim to resolve the issue within 24 hours however this may not always be possible if parts need to be ordered or it’s a weekend. This would be discussed with you at the time of the visit.

Although not a definitive list, the below are examples of what is an emergency:

  • Blocked toilet (This must be the only toilet in your property and you must attempt to clear the blockage yourself first)
  • Uncontainable water leak
  • Smashed external windows leaving your property insecure
  • Unable to lock front or rear external door leaving your property insecure
  • Communal internal lighting outages

If we attend an emergency job and it isn’t deemed an emergency situation when we arrive, the call out may be recharged to you. We will be able to assist you about what we class as an emergency when you speak to us to report any emergencies.

Routine Repairs

Non-emergency or routine repairs will be attended within 28 days unless there is a reasonable requirement for an extension.

Customers will be given a job number, appointment details and the name who will be attending to do the repair such as PropertyCare or an external contractor. We will keep tenants updated on the progress of their repairs including any changes to an agreed appointment.

Customers are offered an appointment “slot”. These are defined as:

  • Morning 8am – 12 noon
  • Afternoon 12 noon – 5pm
  • Avoid school-run 10am – 2pm

We will aim to complete a first time fix wherever possible.

Inspections: If we need to inspect before repair work can be completed, then we will make an appointment with you when you report the repair to us.