How long will my repair take?

Our guide explains the response times and how we’re working to sort your repairs even faster.

With nearly 950 repair requests submitted each week, we have to deal with the most urgent jobs first. So, when you report a repair, we categorise it and give you a time frame of when the work should be resolved.

An emergency repair – for example loss of heating in winter or a burst pipe – will be repaired on the same day. But a repair that involves major works can take around three months (60 working days). This longer wait time is because complex works often require ordering special materials, coordinating several trades to be on the job for days at a time and booking in multiple visits to get the work done.

We are receiving increasing numbers of repairs that involve major works; in fact, one in five of the calls we receive every day now falls into this category. This extra demand on the service means our trade diaries are booked up to three months in advance.

However, we know that when you report any kind of repair you want it sorted as quickly as possible, so we are looking at ways to reduce the amount of time these major jobs take. We’re currently conducting a review of our resources to see how we can speed up these major works and improve the service you receive.

How to report a repair

To report a repair simply complete the online form and you will receive a response within 24 working hours. Your appointment time will be confirmed by text message.

Your repair will be categorised as follows:

• Emergency repairs – on same day, usually within four hours
• Urgent – within two days (day of report and next working day)
• Priority – 10 working days
• Standard/routine – 25 working days
• Planned minor works/major works – 60 working days

If you are waiting for a major works repair but the situation has become more urgent, you can contact our repairs call centre on 023 8083 3006 to see if the job can be brought forward. We can’t guarantee this is possible, but we will endeavour to complete the work sooner if we can.

Let us know what you think

After you have received any repair work please complete a quick online survey to let us know how we did. Your feedback will help us improve the service for everyone.