Emergency Repairs - 4 hour rapid response
All emergency calls relating to the incidents listed below will be responded to within 4 hours, any time of day, seven days a week:
- Major flooding
- Total loss of, or major fault with, electricity supply or unsafe electricity fittings
- Failure of lift/warden alarm/call system
- Roof leaks resulting in serious internal flooding
- Plumbing leaks that cannot be contained
- External doors or windows not closing or locking (on the ground floor only)
- Breaches of security to external doors or windows
- Failure of fire alarm system
- Damaged communal floor covering presenting immediate trip hazard
- Failure of door entry system (where this is the only access for elderly and disabled customers)
- Heating and/or hot water loss (for elderly and disabled customers)
In addition, emergency calls relating to the incidents listed below will be responded to within 4 hours if they are reported between 8am and 7pm, seven days a week:
- Failure of disability assistance equipment
- Sole or only accessible WC not flushing
- Total loss of water. Blocked mains drains, soil pipe or sole WC
If you think you may have a gas leak or can smell gas, please call the National Gas Emergency Number on 0800 111 999.
Routine Repairs - Completion target of 21 days
All routine repair calls relating to the incidents listed below will be responded to within 21 days at an appropriate time slot to suit you:
- Minor plumbing leaks or defects
- Blocked toilet
- Defective cistern or overflow
- Minor electrical and plumbing faults
- Roof leaks
- Failure of entry phone
- Removal of graffiti
- Faulty extractor fan/communal TV aerial
- Damage to stair treads, hand rails or banister
- General joinery repairs
- Repairs to external doors, floors, windows, external and internal walls, paths and fences bordering roads and footpaths, slates and tiles and defective flooring
- Repairs to and unblocking of gutters/down pipes
- Certain repairs to kitchen units and tiling
- Easing external doors and windows
- Blocked gutters
- Other minor day-to-day repairs
- External doors or windows not closing or locking (above the ground floor)
Whilst Housing Solutions are responsible for providing a repairs service, customers do share the responsibility for keeping the homes in good condition over the life of the tenancy.