When a repair is reported you will be given you a deadline for the work according to how urgent it is. The aim is to complete all repairs within the timescales we have published:
Emergency – danger of immediate structural damage to the building or immediate harm to the tenant. The requirement is to make safe as a minimum, and it may not be possible to complete the full, permanent repair at this time. Find out more below. We aim to make these safe within 24 hours.
Urgent – non-emergency repair jobs that cannot be left as responsive repairs (with 20 working day timescale) and the completion of any works made safe only as an emergency. We aim to make these safe within 5 working days.
Routine – this covers the majority of jobs where there is no immediate urgency and we aim to complete these within a maximum of 20 working days. The work is often carried out sooner than this.
Planned – this category is used for larger repair jobs which require more planning and are usually larger jobs and jobs requiring the co-ordination of more than one trade or larger amounts of materials. We aim to complete these within 50 working days.
The timescales are set based on the type of work. These timescales allow the work to be planned far better and result in all work being carried out more effectively and efficiently.
Timescales can be amended to reflect any tenant vulnerabilities or reasonable adjustments.
What classes as an Emergency repair?
Repairs that are a threat to your health and safety or a risk to a property are classed as emergency repairs. Some jobs are classified as an emergency if there is a new born baby, elderly or disabled person living in your home.
Emergency jobs include:
- Bursts or major leaks or flooding that cannot be controlled by turning off the water at the stop cock and putting a container under the burst overnight.
- Running tap that won’t turn off (not dripping).
- Boiler/central heating not working.
- Electric shower broken if this is the only form of bathing.
- Bath blocked if this is the only form of bathing.
- Blocked toilet – if only one toilet in the property.
- Blocked drain.
- Loss of all power.
- Lock changes to external front or back doors and the property is unsafe.
- Lock change if only one door access.
- Insecure ground floor window only.
- Resetting of fire alarms in Sheltered properties.
- Faulty smoke detectors continuously beeping.
- Exposed electrical wires.
- Secure damaged property following fire or flood, turning off gas, water, electricity and board up as necessary.
Please report an emergency repair by calling us on 0161 686 8000.
Outside of normal working hours, including over weekends and bank holidays, an emergency repairs service is in operation for emergency repairs only. This service can be accessed by calling 0161 686 8000 and pressing option 3 for emergency repairs.
Efforts will be made to try and complete the job straight away, but there may be times when we are unable to do this; for example, parts may need to be ordered. On these occasions, the problem will be made safe and a temporary solution will be provided. For example, if a broken window is reported in the middle of the night, the window may have to boarded up for the moment and we will return when it is light to reglaze it. You will be contacted to make an appointment if a return visit is required.
All non-emergency repairs can be reported using the form below.