Mears emergency, urgent or general repairs types

We are committed to making sure our residents live in well maintained, warm and secure homes.

However when a repair is needed, it is important you know what we determine your repair to be as we have different timeframes to fix an emergency repair compared to a general repair working with our contractor Mears.

Please note we use different repair definitions and time frames for central heating, gas and hot water repairs.

Emergency Household Repairs - we aim to fix within 24 hours

Definition: We class emergency repairs as any repair required to fix any defect which puts the health, safety or security of a resident or third party at immediate risk or which affects the structure of the building.

Examples:

• Blocked flue to open fire or boiler
• Total loss of heating or hot water during the winter season
• Blocked Toilet which will not flush (where there is no other toilet in the property)
• Blocked foul drain, soil pipe or toilet (where there is no other toilet in the property)
• Serious water leak
• Unsafe electrical fittings e.g. exposed wiring
• Insecure external window, door or lock
• Unsafe stairs
• Serious roof leak

Urgent Repairs - we aim to fix within 3 days

Definition: Repairs to remedy a defect that does not cause immediate risk to the health, safety or security of a tenant or third party and although therefore not an emergency, still needs to be carried out quickly to ensure that the risk does not increase.

Examples:

• Leaking or faulty radiator valve
• Faulty extractor fan
• Defective cistern or overflow
• Faulty communal TV aerial

Routine Repairs - we aim to fix within 16 days

Definition: Repairs carried out to remedy a defect which can be deferred without causing discomfort, inconvenience or nuisance to the tenant or a third party or the long term deterioration of the building.

Examples:

• Dripping/leaking taps or shower units
• General joinery repairs e.g. floor boards, work tops, internal doors
• Kitchen fittings
• Easing of doors and windows and repairs to door/window furniture (handled etc.)
• Plaster work
• Tiling (including floors)
• Fencing/gates/garage doors
• Blocked or broken guttering

How to report a repair