Every reported issue to us is given a priority rating. This indicates the urgency of the repair and the timescales it will be completed in.
Issue Category |
Priority Rating |
Target Response Time |
Emergency |
P1 |
within 24 hours |
Urgent |
P2 |
within 1 to 7 working days |
Non-Urgent |
P3 |
within 7 to 30 working days |
Routine |
P4 |
within 30 to 90 working days |
Repairs to remedy any defect which puts the Health, Safety or Security of a tenant or third party at immediate risk or which affects the structure of the building, or until the emergency repairs can be made safe.
Repairs to remedy a defect that does not cause immediate Risk to the Health, Safety or Security of a tenant or a third party and although therefore not an emergency, still needs to be carried out quickly to ensure that the risk does not increase.
Repairs carried out to remedy a defect which can be deferred withut causing discomfort, inconvenience or nuisance to the tenant or a third party or the long term deterioration of the building.
Heating and Hot Water: Where you or your property is at risk due to a water burst causing a major water leak from any part of the heating system. Where, due to the failure of the heating system, children under the age of five, th elderly (retired), the disabled or the sick are in a sitation without heating (between the months or November to March inclusive). We suggest that all tenants have at least one portable fan heater for an emergency. Please note: having no hot water is NOT considereed an emergency.
Gas Leaks: If you have a gas leak or you can smell gas, Swich off all gas mains supply, open the windows and evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999 this is a 24 hour free number.
Electrical: In an instance of a general power failure in your area - Do NOT contact us - contact your electrical supplier. Wheere there is a loss of power to electric sockets throughtout your property due to a fault within the dwelling or buidling, which could lead to a health hazard.
Total loss of Water Supply: Before contacting us, please check with the water ultity company to ensure that works are not being carried out in the area.
Water Leaks: If a leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating into an electrical fitting). In those circumstances you should turn the water off immediately using the stopcock. If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately. If they are not available leave a note to contact you.
Blockages: Tenants should always have the use of one toilet. If it is blocked and causing damage or preventing you from using the toilet we will resolve the problem as soon as possible.
These include minor problems with toilets, baths, sinks, doors or windows sticking, plaster repairs, brickwork and other non-urgent internal and external repairs.
Note: If you have an EMERGENCY outside of office hours, a tenant is expected to take remedial action to prevent damage to the property and their personal possessions. Reimbursement of any contractor costs incurred where a tenant has instructed work without prior authorisation will only be considered in cases of genuine emergency for matters which cannot wait. Please be aware that something which although very important to you may not be considered as an emergency.