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.


  • 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.


  • 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.


  • 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

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