Repairs Timeframes: What Happens After You Report a Problem

Understanding Repair Categories

Not all repairs are the same. We categorize them by urgency and safety risk to ensure the most serious problems get immediate attention.

Emergency Repairs (2 Hour Response)

Definition: Immediate threat to health, safety, or property security.

Examples:

• Gas leaks or carbon monoxide alarms
• Complete electrical system failure
• Major structural damage or collapse risk
• Severe flooding affecting multiple rooms
• Complete loss of heating in winter (below 5°C outside)
• Broken security doors or locks after break-in
• Dangerous lift breakdowns

Our Process: Qualified tradesperson on-site within 2 hours, temporary fix within 4 hours.

Urgent Repairs (24 Hour Response)

Definition: Significant inconvenience or health risk requiring rapid resolution.

Examples:

• Partial heating system failure
• Major leaks affecting habitability
• Serious damp and mould (over 1m² coverage)
• Blocked drains causing hygiene issues
• Faulty smoke alarms or fire doors
• Broken windows affecting security
• Loss of hot water supply

Our Process: Assessment within 24 hours, repair completion within 48 hours where possible.

Routine Repairs (7 Day Response)

Definition: Important maintenance that doesn't pose immediate risk.

Examples:

• Minor leaks and drips
• Surface damp or small mould patches
• Non-functioning light fittings
• Sticking doors or windows
• Damaged floor coverings
• Cosmetic repairs to walls
• Garden maintenance issues

Our Process: Appointment arranged within 7 days, completion within 14 days.

How Awaab's Law Changes Everything

From October 2025, Awaab's Law introduces statutory timeframes that override existing repair categories:

New Legal Requirements:

• Emergency hazards: 24 hours maximum
• Urgent hazards: 7 days maximum
• Non-urgent hazards: 14 days maximum

Impact: Damp and mould repairs that might previously wait weeks must now be completed within 7-14 days maximum.

The Repair Journey: Step by Step

1. Report the Issue

Multiple ways to contact us:

• Online repair portal (24/7)
• Emergency helpline: Available through tenant support
• Email with photos
• In-person at housing office

What we need from you: ✅ Clear description of the problem ✅ Location within your home
✅ Any safety concerns ✅ Photos where helpful ✅ Best contact method and times

2. Immediate Assessment

Within 2 hours (emergency) or same working day (non-emergency):

• Issue logged and categorized
• Initial safety assessment
• Resource allocation
• Resident contact with timescale

3. Investigation and Diagnosis

For complex issues:

• Specialist inspection arranged
• Root cause analysis
• Multiple trade coordination
• Material ordering where needed

4. Repair Execution

Quality standards: ✅ Qualified, DBS-checked tradespeople ✅ All materials to manufacturer specifications ✅ Work area protection and cleanup ✅ Safety testing where required ✅ Resident satisfaction check

5. Follow-up and Prevention

After completion:

• Quality assurance inspection
• Resident feedback collection
• Preventive maintenance scheduling
• Learning captured for future

Communication Throughout

What You Can Expect

✅ Immediate acknowledgment of your repair report ✅ Named contact for your repair case ✅ Regular updates on progress, especially for complex jobs ✅ Advance notice of appointment times ✅ Clear explanation if delays occur ✅ Completion confirmation with any follow-up needed

When We'll Contact You

• Within 4 hours: Emergency repairs
• Same day: Urgent repairs
• Within 24 hours: Routine repairs
• Before each visit: Appointment confirmations
• If delays occur: Alternative arrangements

Common Delays and How We Handle Them

Supply Chain Issues

Challenge: Specialist parts or materials unavailable Solution: Temporary repairs, regular updates, priority ordering

Weather Conditions

Challenge: External work unsafe in severe weather Solution: Internal temporary measures, priority rescheduling

Access Requirements

Challenge: Scaffolding or specialist access needed Solution: Planning coordination, clear timescales

Multiple Trade Coordination

Challenge: Electrical, plumbing, and building work needed Solution: Project management approach, coordinated scheduling

Your Rights and Responsibilities

Your Rights

✅ Timely repairs within stated timeframes ✅ Quality workmanship that fixes the problem properly
✅ Clear communication throughout the process ✅ Safe working practices in your home ✅ Compensation for significant delays or poor service ✅ Alternative accommodation for major works making home uninhabitable

Your Responsibilities

✅ Report problems promptly - don't wait for issues to worsen ✅ Provide reasonable access for inspections and repairs ✅ Keep appointment times or give 24 hours notice to reschedule
✅ Don't attempt dangerous repairs yourself ✅ Report completion if we ask for confirmation

Special Circumstances

Vulnerable Residents

Enhanced service includes:

• Priority response for safety-critical repairs
• Additional communication and support
• Coordination with care providers
• Reasonable adjustments to process
• Advocacy support through resident services

Out of Hours Emergencies

24/7 emergency line for:

• Gas leaks and electrical dangers
• Major water ingress
• Heating failures in cold weather
• Security breaches
• Lift breakdowns trapping residents

Response: Qualified emergency contractor within 2 hours.

Quality Assurance

How We Ensure Standards

✅ Regular contractor audits and performance monitoring ✅ Resident satisfaction surveys after each repair ✅ Independent quality inspections on sample of works ✅ Continuous training for all repair operatives ✅ Learning from complaints and feedback

Performance Metrics

• Emergency response: 98% within 2 hours
• Urgent repairs: 95% within 24 hours
• Routine repairs: 90% within 7 days
• First time fix rate: 85%
• Resident satisfaction: 92% satisfied or very satisfied

When Things Go Wrong

Repair Not Fixed Properly

1. Contact us immediately - don't wait
2. No charge for return visits to fix same issue
3. Senior supervisor will assess if needed
4. Alternative contractors used if necessary
5. Compensation for repeated failures

Significant Delays

1. Explanation of cause and new timescale
2. Senior manager involvement in resolution
3. Alternative solutions considered
4. Compensation assessment for inconvenience
5. Process review to prevent recurrence

Damage During Works

1. Immediate reporting to site supervisor
2. Professional assessment of damage
3. Full restoration to previous condition
4. Compensation for damaged belongings
5. Insurance claims processed where appropriate

Preventive Maintenance

Reducing Need for Reactive Repairs

Our property management service includes:

✅ Annual safety inspections - gas, electrical, fire safety ✅ Quarterly condition surveys - early problem identification
✅ Planned maintenance schedules - heating systems, decorating cycles ✅ Tenant education - preventing condensation, basic maintenance ✅ Seasonal preparations - winter heating checks, summer ventilation

Reporting Early Warning Signs

Help us help you by reporting:

• Unusual sounds from heating or electrical systems
• Small leaks before they become major ones
• Early signs of damp or mould
• Wear and tear before it becomes damage
• Changes in your accessibility needs

Getting the Best Service

Tips for Effective Repair Requests

✅ Be specific about the problem location and symptoms ✅ Include photos where they help explain the issue ✅ Mention safety concerns explicitly
✅ Provide good contact details and available times ✅ Keep records of reference numbers and contact dates

Building Good Relationships

• Treat repair operatives courteously and professionally
• Provide feedback on service quality
• Suggest improvements based on your experience
• Report exceptional service as well as problems
• Engage with resident involvement opportunities

Support and Escalation

Additional Help Available

🔗 Repair emergencies: Contact our 24/7 tenant support line
🔗 Complex repair issues: Speak to our property management team
🔗 Complaints about repairs: Use our formal complaints process
🔗 Advocacy support: Available through resident support services

Partner and Professional Referrals

Housing and care professionals can:

• Request priority repairs for vulnerable residents
• Coordinate with care plans requiring home adaptations
• Escalate health and safety concerns directly
• Access specialist advice on accessible housing solutions

Understanding repair timeframes helps you know what to expect and when to escalate concerns. We're committed to maintaining your home to the highest standards - and that means fixing problems quickly, effectively, and with minimal disruption to your life.

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Need to report a repair? Contact our tenant support service or use our online portal 24/7. For emergency repairs outside office hours, call our emergency helpline.