Housing repairs policy

Appendix B - repair category definitions and timescales

Emergency Repairs completed within timescale - Attend in 4 hours, complete in 24 Hours

Definition

Any defect that puts the health, safety or security of the tenant, or a third party, at immediate risk; or that affects the structure of the building adversely, including:

total loss of water
burst water main
flooding
severe storm damage
total loss of electricity supply
major fault with electricity supply
unsafe electricity fittings
breaches of security to outside doors and windows
total loss of gas supply
gas leak (please also report to Gas Emergency Service on 0800 111 999)
blocked flue to boiler
blocked main drains, soil pipe or sole toilet
heating loss during period 31 October - 1 April
hot water loss
failure of lift
failure of warden alarm or call system
fire damage
offensive or racist graffiti
roof leaks - major

Routine Repairs completed within timescale - 28 Days

Definition

A defect that can be deferred without serious discomfort, inconvenience or nuisance to the tenant or a third party, or cause long term deterioration of the building, and can await the next convenient maintenance visit, including;

breaches of security to internal doors and windows
graffiti
repairs to doors, windows and floors
repairs to external walls, fences and paths
repairs to walls, brickwork and slates or tiles
repairs or clearing of gutters and downpipes
repairs to kitchen fittings
repairs to plaster work
dripping or leaking taps or shower units
other minor plumbing repairs
repairs to tiling
easing doors and windows
other minor day-to-day repairs or replacements
faulty extractor fan
faulty communal TV aerial
entry phone failure
defective flooring
damage to stair treads, handrails or banisters
kitchen/Bathroom - blocked drains, sinks, basins, baths, toilets (that are not the main drain soil pipe or sole toilet)
minor electrical faults - key lights
minor plumbing leaks or defects
defective cistern or overflow - running or overflow
blocked gutters
severe dampness (inspection only)
kitchen/bathroom - blocked drains, second sinks, basins, baths, toilets caused by a plumbing failure the Council is responsible for (that are not the main drain soil pipe or sole toilet)
roof leaks - minor
minor electrical faults - sockets

Planned Non-Urgent Repairs completed within timescale - 3 Months

Definition

Planned Non Urgent Repairs are landlord responsible repairs which require a replacement rather than a repair of a component; these can be internal or external.

These can include: