Reactive repairs are usually repairs that residents report to the Housing Service. In line with the terms of the tenancy agreement, tenants are required to report repairs to us as soon as possible. This helps us prevent further damage, reduce costs and maximise resident satisfaction.
Our response times for the repair will vary depending on the urgency of the issue. When we receive a report of a repair, we aim to respond as follows:
Service |
Response time |
|---|---|
Immediate emergency response |
Within 4 hours |
Emergency response |
Within 24 hours |
Right to repairs |
Within 7 Working days, or at the resident's choice |
Routine |
Within 20 working days, or at the resident's choice |
Planned |
Within 60 working days |
Emergency repairs
An emergency repairs service is available 24/7, every day of the year to ensure tenants' homes are safe.
Immediate emergency response: we will respond to emergencies within 4 hours where there is a risk of loss of life or a non-containable leak affecting multiple properties.
Emergency response: we will respond to emergencies within 24 hours where there is a loss of power, no working toilet in the home, no heating or hot water, if a communal door entry is not working, or there are broken windows that we need to make safe.
On an emergency call out, we will only attend to make safe and assess the home. If we can only carry out a temporary solution at this point and further work is required to complete the repair, we will raise a works order for this after we have made safe and carried out our assessment.
Depending on the work and lead-in required to complete the works, this may be raised as an urgent repair with a 7 working days target response time, or a routine repair with a 20 working days target response time.
Right to repair
The Right to Repair scheme is a government scheme which gives secure and introductory tenants a legal right to have repairs done within a set timescale.
We will complete repairs that are causing discomfort, inconvenience, or nuisance to the tenant or a third party within 7 working days of the report, or at a later appointment at the tenant's request.
If we do not meet target response times, tenants can ask us to get another contractor to do the work within the same length of time.
If the work is still not done, tenants may be entitled to claim compensation. Alternatively, they can appoint their own contractor to do the work and we will pay for it.
The Right to Repair only applies to repairs on the government's list with a value of £250 or less. Details of qualifying repairs under the Right to Repair scheme are available on the Government website at the following address:
Request a repair to a council property - GOV.UK (www.gov.uk)
The scheme does not apply if, after inspection, we decide that the repair is not a qualifying repair, and we notify the tenant of this in writing.
As part of any repair, tenants must let the contractor in, and they must give them extra time to do the repair if a special part is needed.
Routine repairs
We will complete repairs such as a minor leak, dripping tap, or repairs to windows within 20 working days of the report. In complex cases, where we must consult other residents, this may take more than 20 days – in which case we will let the tenant know what timeframe we are working to.
Planned repairs
We aim to carry out planned repairs within 60 working days. Examples of planned repairs are more complex works that may require multiple visits, or repairs involving multiple trades such as replacing kitchen units, replacing windows or plastering walls.
Timeframes may be longer if we need to wait longer than expected to source materials or equipment required for the repair, make something (such as windows or doors) to specific measurements, or if we are required to consult with leaseholders because a repair will have an impact on their service charges under Section 20 of the Landlord and Tenant Act 1985.
Repairs to adaptations
We will carry out repairs, maintenance and checks to adaptations in accordance with all relevant regulation as required, using the warranty where it applies, and in-line with our aids and adaptations policy for council housing.
Repairs and maintenance to adaptations may also require specialist parts, and this will be done in line with the manufacturer's specification.
If the adaptation needs routine maintenance and checks (e.g. a stair lift) then this will be signed off by the relevant council housing team (Mechanical and Electrical).
Inspections to determine what work is needed
Sometimes, our surveying team will need to visit the property where the repair is needed before we can raise a request for works to be done. In these cases, a surveyor will visit the property within 7 days of a tenant reporting a non-emergency repair. The purpose of this visit, which we may refer to as a 'pre-inspection visit,' is to determine what work is needed and raise the repair request in the home with the tenant.