We must maintain and repair your home by law. We’re responsible for keeping the structure, the outside, and the essential services in good working order.
The priority we give to your repair will depend on how urgent it is. We’ll place the repair into one of these four categories and aim to respond to repairs in a particular time.
Priority 1
An emergency that puts someone's safety, security or health at immediate risk. We'll respond as soon as possible, usually within 2 to 4 hours. The issue will be made safe within 24 hours.
Priority 1 repairs could include:
- serious water leaks
- no power in the property
- no heating or hot water between 31 October and 1 May
- overflowing drains
- lift breakdown
- a blocked toilet, if it’s the only accessible one in your home
Priority 2
Not an emergency but an urgent repair that needs to be done quickly to prevent increased risk to tenants or more damage to the home.
Priority 2 repairs could include:
- loose handrails
- blocked sinks and basins
- partial loss of electricity or water
Priority 3
Not urgent but a repair which poses a moderate risk to tenant safety. We'll respond within 7 calendar days.
Priority 3 repairs could include:
- missing roof tiles
- faulty extractor fans
- work which has been identified following a safety survey
Priority 4
Routine repairs that do not pose a risk to tenant safety or the property. We'll respond within 28 calendar days.
Priority 4 repairs could include:
- plaster work
- joinery work to windows or doors
- rainwater goods such as gutters and downpipes
- general surveyor inspection
We'll always try to complete repairs on our first visit, but sometimes when we come to do the repair, we may identify that we can’t do it straight away and the work is placed on a programme of planned repairs and maintenance. This might be because a replacement is needed or the work is more extensive than what we can do on a routine appointment (for example large areas of replastering or kitchen replacements).
We'll always make safe any hazards straight away.
We have produced a repairs handbook which provides clear information to help you know how to report a council house repair, understand the different repair priorities and the type of repair work which will be ‘planned’ and that which will form part of a replacement program.