The time taken to carry out a repair depends on the type of repair it is.

We give every repair a category:   

RR1 - within one working day  

Examples of RR1 repairs:  

• complete loss of power or heating  
• flood or seriously leaking pipe  
• something else that is a serious risk to your health and safety  

We will make the repair safe within one working day. In many cases we will complete the repair during this visit. Sometimes we have to do a temporary repair to stop the emergency then return to complete the repair. This depends on the type of repair and the availability of parts.  

RR3 - within three working days - 72 hours

These are urgent repairs but not immediate emergencies.   

Examples of RR3 repairs:  

• partial loss of power or water supply  
• heating or hot water not working (between May and October )
• loose or detached banister or handrail  

RR7 - within seven working days - 168 hours 

Urgent repairs but not immediate emergencies.  

Examples of RR7 repairs:  

• extractor fan not working  
• door entry phone not working  

Please note that these timescales do not include Saturday and Sunday. Find out more about the Right to Repair scheme. 

Repair appointments

All other repairs will be carried out within 30 working days at an appointment that we pre-arrange with you.  

These are things that we must put right that don’t cause a risk to your health or safety. We will put the problem right within 30 working days of you reporting it to us.  

Wherever possible, you will be offered an appointment for 30 day internal repairs and some external repairs where access is necessary. The appointment will be for either a morning or afternoon on the day of your choice, including Saturday mornings and weekday evenings (for some minor repairs).     

Your appointment will be confirmed by a repair receipt, which will be sent to you through the post. We will also send a text message to your mobile, or a voicemail message to your landline to remind you of your appointment.