Repair timescales

General repairs (Not Heating)

Some repairs are more urgent than others. To make sure that the most important ones are done first, the Council has set out its repair priorities as follows:

Emergency repairs

Emergencies will be responded to within 4 hours of being reported.

Please note that if your repair is not a genuine emergency then you may be recharged for our attendance.

Emergency repairs are a danger to health or safety, or those that may cause serious damage to your home. Examples include a serious electrical fault or a major water leak. These will not be carried out by appointment and once reported it is expected that someone will be available at your home to let the operative in to make safe.

Our operatives will attend the repair within 4 hours and if they can complete the repair they will. If not, they will make safe and complete the repair within 20 working days at a time and date convenient and agreed with you.

Routine repairs

These repairs will be carried out within a maximum of 20 working days of the repair being reported.

When you report a ‘routine’ repair you will be able to choose an appointment for that repair to be completed at a time/date suitable for you. Appointment slots will be 2-hours long and will be available during the following times:

• Monday – Friday 8am – 5pm (except for Bank Holidays and Christmas)

Please note that in addition we offer a 24 hours out of hours emergency service for emergencies only.  Please note that if your repair is not a genuine emergency then you may be recharged for our attendance.

Once you have booked a repair if you have provided a mobile telephone number you will receive a text confirmation of the appointment that you have made.

Heating Repairs

Extreme Emergency heating repairs

Emergencies are situations that are currently or potentially dangerous or a serious risk to health and where immediate action will prevent serious damage to persons or property. 

Examples may include:

  • A gas escape
  • A smell of gas
  • An uncontainable leak coming from any part of the heating system.
  • Reports of fumes or a Carbon Monoxide alarm activation

 We will aim to respond to these emergencies within 2 hours of the report being received, and aim to have completed the repair within 24 hours.

Emergency Winter Heating Repairs

This includes loss of heating and/or water heating where no other alternative forms are available (between 1st November and 30th April) and all year round for vulnerable customers.

We will aim to respond to these emergencies within 8 hours and complete them within 48 hours.

Emergency Summer Heating Repairs

This includes loss of heating and/or water heating with no other alternative forms available (between 1st November and 30th April).

We will aim to respond to these emergencies within 24 hours and complete them within 5 days.

Urgent Heating Repairs

Examples may include:

  • Partial loss of water supply
  • Minor plumbing leaks to waste pipes or radiator valves
  • External leaking overflows

 We will aim to start and complete these within 5 working days.

Routine Heating Repairs

 Examples may include:

  • Renewing or replacing a radiator
  • Replacing an electric fire

We will aim for the works to be started within 20 working days and completed within 28 working days.

Who to contact for further advice

Online: Report a repair

Telephone our customer servcies team on 01695 577177