Repair Categories

Repairs are categorised into three main types based on urgency.

1. Emergency Repairs

An emergency repair is an unforeseen issue that poses a direct threat to health, safety, or serious property damage. Emergency repairs will be addressed within 24 hours to make the situation safe, with full repairs carried out during normal working hours.

Examples of Emergency Repairs:

• Serious water leaks (that cannot be contained)

• Total loss of electrical power (not due to a general outage)

• Unsafe electrical wiring, causing a risk, such as danger of electric shock, sparking or smoke.

• Serious structural damage posing an imminent risk to the property and tenants.

• Blocked foul drain (internal) backing up into property.

• Total loss of water supply (not due to a general outage)

• Total loss of heating or hot water involving a health risk, particularly for:

  • Elderly persons

  • People with special needs

  • Families with infants

• Damage due to a break-in that compromises security (e.g., broken ground-floor window, damaged main door, or broken locks). A crime reference number must be obtained from the police.

• Lock malfunction that prevents you from entering or securing the property (Note: If the locksmith determines there is no fault, you will be liable for the call-out charge. Lost keys or broken keys are your responsibility.)

2. Urgent Repairs

Urgent repairs significantly affect your comfort or convenience and will be completed as soon as reasonably possible.

Examples of Urgent Repairs:

• Partial loss of electrical power or lighting

• Unsafe power sockets or light fittings

• Partial loss of heating or hot water

• Blocked or leaking drains

• Blocked or non-flushing toilet (If it is your only toilet, it becomes an emergency repair)

• Blocked sink, bath, or basin

• Leaks from taps, pipes, or tanks that cause damage

• Leaking roof

• Insecure external door, window, or lock

• Blocked foul drains

• Non-functioning appliances

3. Non-Urgent Repairs

Routine repairs do not pose an immediate risk and will be completed within a reasonable timeframe.

Examples of Non-Urgent Repairs:

• Loose or dripping taps

• Replacing a WC seat

• Faulty WC cistern

• Sealing around a bath, sink, or basin

• Leaking waste pipes or guttering

• WC pan repairs

• Adjusting doors

• Replacing faulty locks

• Kitchen unit repairs

• Window repairs

• Floorboard repairs

• Fixing draught strips

Please Note

• We cannot authorise work until the landlord approves it.

• Our team will handle maintenance requests promptly and professionally.

• Abusive or rude behaviour towards staff will not be tolerated.

Important

• Our contractors will contact tenants to schedule an appointment.

• It is essential that you provide a current phone number and respond to voicemail messages to confirm an appointment.

• Missed appointments may result in a charge to the tenant.