We aim to provide appointments for as many repairs as possible:
- morning appointments: 8.30am to 12.30pm
- afternoon appointments: 1.00pm to 4.00pm
If you have specific time needs, such as school pick-ups, let us know when you report the repair and we'll try to accommodate you where possible.
Repair priorities
Repairs are divided into 3 priorities:
- emergency repairs
- general repairs
- planned repairs
Emergency repairs
Emergency repairs are urgent repairs, which may cause irreversible damage or pose a health and safety risk. These include:
- partial loss of electric power
- complete loss of heating and hot water
- locked out of your home or unable to secure an external door or ground floor window
- uncontainable leak that cannot be contained and may cause further damage or risk to electrical items if not remedied
- blocked drains and/or blocked toilet (if there is only one toilet in your home)
If you report an emergency within normal office hours (between 8.30am and 5.00pm), we will attend within 24 hours.
If you report an emergency repair outside normal office hours, we will always try to attend within 4 hours to either fully repair or make safe, until we can return to complete the repair.
General repairs
A general repair is one that is classified as less urgent. We aim to appoint all these jobs at a time to suit you, and usually within 20 working days of the repair being reported.
Planned repairs
Those that involve multiple trades or contractors to complete the work. The target time for these repairs is 65 working days.
What we expect from you
You must allow council staff, contractors and other authorised people into your home at reasonable hours to:
- inspect conditions
- carry out surveys for major repairs, and
- carry out necessary repairs
If we need access, we will give you 24 hours' written notice to inspect or carry out work in the property or an attached property.
In the case of an emergency, we could inspect or carry out work in your property without notice.
If repairs take longer than expected
If an additional appointment is needed to complete a repair, the worker will make another appointment with you before they leave if possible. Some complex repairs may take longer where parts need to be ordered or made.
Repairs to Right to Buy homes
If you have applied to buy your home, we will only carry out basic repairs. Once you have bought your home, you are responsible for all repairs.
If a repair causes damage or disturbance
If a repair results in damage to a person or possessions, you may claim compensation. Contact the Housing Repairs Team for further information.
If a repair could potentially cause you a serious health and safety risk, or renders your home uninhabitable, we will offer you temporary accommodation whilst work is carried out.
Council homes repairs policy
The way we deal with our repairs service is covered by our council homes repairs policy.