All social housing landlords will prioritise repairs and maintenance in tenants’ homes based on seriousness and allocate different timescales to making things right. Generally they will have three categories.
Response times
When determining response times, the landlord should take into account the specific circumstances of the household, for example whether there are young children, elderly people or occupants with a disability.
Generally only emergency works will be carried out outside normal working hours. Some emergency repairs may have to be temporarily resolved or made safe until the following day, for example securing a property at night.
Emergency
To be carried out within 24 hours
Any disrepair that causes an immediate threat to the safety, security or health and safety of occupants or members of the public. |
| Examples include: |
- serious water leaks and flooding
- dangerous electrical faults
- security risk to the property
- toilet not flushing (if it’s the only toilet in the property)
- loss of heating or hot water in a cold spell or which poses health and safety risks to any occupants
- threatened or actual collapse of any part of the structure
- damage caused by racial or other forms of harassment
- total loss of water supply
|
Urgent
To be carried out within 5 working days (unless estimates or tenders are required)
Any disrepair that is causing serious inconvenience to the occupants or likely to cause further problems to the property. |
| Examples include: |
- loss of hot water where no occupant is at risk
- minor plumbing (e.g. a leak that can be contained)
- leaking roofs
- glazing where there is no security risk
- minor electrical re-wiring
- infestation of rats, mice or cockroaches
|
Routine
| Landlords should aim to carry out within 28 working days any disrepair that is not urgent or an emergency. |
| Examples include: |
- easing doors and windows
- minor fencing works
- loose floorboards
- replacing or repairing hinges
- replacing or cleaning extractor fans
- broken kitchen units
- broken tiling
- leaking gutters
|
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