We have a red, amber, green traffic light system so that you have clear and realistic timescales when booking repairs and know how long we expect it will take us to get to you.
The system will also be used in other exceptional circumstances that affect our ability to operate such as floods and high winds.
We'll always prioritise our most vulnerable tenants and your situation will be assessed when you call us to report your repair. Click below to view the different statuses.
Our current service status is: GREEN
What does the traffic light system mean?
We should deliver a normal service and attend repairs within our published service standard timeframe.
During this period our service standards will be:
Gas repairs*:
Emergency: within two hours
Urgent: within 24 hours
Routine: within 14 days
Repairs*:
Emergency: within 24 hours
Routine: within 28 days
Major repairs: within 90 days
Major repairs are:
- Any repair involving a capitalised component replacement, e.g. kitchen, bathroom, roof
- Structural works
- Repairs that require the erection of permanent scaffold
For routine appointments you’ll be allocated one of the time slots below:
|
Morning slot: 8AM – 12PM |
Afternoon slot: 12PM – 5PM |
All day slot: 8AM- 5PM |
*Please note, for routine repairs if we are not provided access to your home we will rebook the repair with an extended service standard of 14 days from original service standard target
If you request a new date for your repair or have to change your appointment for any reason, an extension to our service standard will apply where necessary
If your repair can’t be fixed on the first visit, it will be completed under an extended service standard in line with our follow-up process.
Due to events beyond our immediate control or due to extreme weather forecast, it is likely that our service will be affected. We'll use information from the Met Office to plan and respond to any potential impact of the severe weather forecast.
During this period our service standards will be:
Gas repairs:
Emergency: within four hours
Urgent: within 48 hours
Routine: within 14 days
Repairs:
Emergency: within 48 hours
Routine: within 28 days
For routine appointments you’ll be allocated one of the time slots below:
|
Morning slot: 8AM – 12PM |
Afternoon slot: 12PM – 5PM |
All day slot: 8AM- 5PM |
Exceptional events including severe weather causing major disruption. It is highly likely our repair partners will suffer disruption with both the volume of repairs and reaching affected areas.
During this period our service standards will be:
Gas repairs:
Emergency: within four hours
Urgent: within 72 hours
Routine: within 25 days
Repairs*:
Emergency: within 72 hours
Routine: within 28 working days
For routine appointments you’ll be allocated one of the time slots below:
|
Morning slot: 8AM – 12PM |
Afternoon slot: 12PM – 5PM |
All day slot: 8AM- 5PM |
