Urgent repairs
What is an urgent repair?
An urgent repair (Priority 2) is that which affects your comfort and may be causing some deterioration to the fabric of the building. If not carried out, these repairs will cause serious inconvenience to you and they must be completed within seven calendar days.
The following items are classified as urgent repairs.
- Significant plumbing or defects, such as toilet not flushing or where water or waste escape can only be contained with difficulty.
- Blocked drains, sinks, basins, bath and toilet.
- Heating loss during the period 2 May to 31 October.
- Hot water loss during the period 1 April to 30 September.
- Defective cistern or overflow where this is a health and safety risk.
- Hot water faults or breakdowns.
- Significant electrical repairs to general lighting or sockets (non-emergency), immersion heaters and hard-wired smoke detectors.
- Roof leaks.
- Where scaffolding is not required and missing roof tiles or blocked/faulty guttering is causing a serious problem or water penetration.
- Blocked gutters.
- Severe dampness.
- Breaches of security to internal doors and windows.
- Failure of individual door entry phone.
- Graffiti.
- Faulty extractor fan.
- Damaged timber flooring or stair tread where this is a health and safety risk.
- Faulty communal aerial.
- Loose or detached banister or hand-rail.
- A broken window handle (if this is a security or health and safety risk).
Non-urgent repairs
There are also non-urgent repairs that are not as urgent as repairs under priority 2 and can therefore wait slightly longer before being attended to. These repairs should be completed within 14 calendar days.
The following items are classified as non-urgent repairs.
- Tap cannot be turned on (where the tap is not the cold drinking water tap).
- Leaking overflow correctly discharging.
- Leaking waste pipe (where the leak is minor).
- Defective power points (minor).
- Defective light switches.
- Repairs to immersion heaters (minor).
- General repairs to heating and hot water systems.
- Blocked or faulty guttering.
You can report an urgent repair online, or by calling our Customer Services centre on 0800 783 2399.
Top tip
Turning your thermostat down on your central heating by one degree can reduce your household fuel bill by 10%.
Top tip
Improve the efficiency of radiators - Make a heat reflector to put behind the radiators by taping heavy duty aluminium foil onto a piece of cardboard with the shiny side facing out. The heat will bounce of the foil and into your room instead of being absorbed by the wall.
Listen to our website