We’ll always aim to complete your repair as quickly as we can.
Our repairs response times
Emergency repairs are problems that put your health, safety or security at immediate risk. They can also be issues that affect the structure of your building.
We aim to complete emergency repairs within 24 hours of you reporting the issue.
Examples include:
- a blocked or leaking main drain or soil pipe
- loss of gas supply
- total loss of cold water
- dangerous structures, such as a collapsing wall or ceiling
- insecure doors or windows
These are non‑emergency repairs that still need attention but don’t pose an immediate risk.
Examples include:
- blocked gullies or sinks
- plumbing leaks
- partial loss of electricity or water
- loose or damaged handrails
- leaking or unsafe roofs
Planned repairs are non‑urgent jobs which are grouped together so we can carry them out efficiently.
Examples include:
- fixing internal joinery such as cupboards, shelving, skirting and stairs
- cleaning or repairing gutters and rainwater pipes
- fencing repairs
If a repair needs technical advice, we’ll book an inspection first.
During busy periods
If we receive a high number of emergency repairs, you may experience delays.
We’ll keep you updated and give you the earliest available appointment.
Appointments
We’ll offer you an appointment when you report a repair. Appointment options include:
- Full day: 8.30am–4.30pm (Mon–Thu) and 8.30am–4pm (Fri)
- School run: 10am–2pm (Mon–Fri)
- Afternoon: 12pm–4.30pm (Mon–Thu) and 12pm–4pm (Fri)
- Morning: 8.30am–12.30pm (high demand, limited availability)
If we need to change your appointment because of emergency demand, we’ll let you know straight away.
Access to your home
Someone aged 18 or over must be at home when we arrive.
Please keep to your appointment time so we can complete your repair.
We sometimes use approved contractors to support our team. All our staff and contractors carry identification — please ask to see it before you let anyone in.