Repair response times

How long we aim to complete repairs and other works

Emergency repairs

For high priority repairs, such as severe flooding, fire, or anything else that could cause injury, we will attend within 4 hours.

For priority repairs, such as blocked toilets, front door not locking, or no lights in your kitchen, we will attend on the same day where possible but within 24 hours of the repair being reported.

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Routine repairs 

We will attend within 28 calendar days.

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Heating

Emergency (attended to and made safe within 24 hours)

This covers any fault that endangers the health and safety of customers and/or those living nearby. This can include gas leaks, carbon monoxide and/or smoke detector activation, electrical fittings or installations coming
in contact with water, defects that could cause a fire, burst pipes and tanks, water penetration or failure of heating and/or hot water systems where it’s the only source of heating/hot water in the property.

Urgent (completed within 72 hours)

This covers issues such as water leaks where damage is not apparent, overflowing cisterns or water-filled expansion tanks, failure of heating systems and/or hot water systems where it is not the only source of heating/hot water in the property and partial heating loss.

Routine (completed with 14 calendar days at a convenient time for the customer)

This covers all work of a non-emergency or urgent nature, planned works and all other works.

Appointments will offered in either morning or afternoon (AM/PM) slots.

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