Repair priorities and timescales (Appendix A)

Emergency repair:

Available all day, every day.

For critical emergencies such as exposed wiring, we will respond within two hours and aim to complete the emergency element of the repair within four hours. For critical emergencies in properties that used to be owned by Arcon Housing Association**, we will respond within four hours and aim to complete the emergency element of the repair within six hours.

For property or welfare risks like no electricity or water or no working toilet, we will respond within 24 hours and will aim to complete the emergency element of the repair within 36 hours.

If a complete fix is not possible immediately, we will provide a temporary solution. For example, if your heating stops working, we will supply you with temporary heating while we organise a repair to fully correct the issue.

If you suspect a gas leak, you must immediately phone the National Gas Emergency Service line on 0800 111 999.

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Urgent repair:

Response within seven calendar days.

Repairs such as a containable leak or the toilet not flushing.

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Responsive repair:

Response within 21 calendar days.

For properties that used to be owned by Arcon Housing Association**, these repairs will be responded to within 10 calendar days.

Straightforward non-urgent repairs such as patch plastering or replacement of a kitchen unit.

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Routine repair:

Response within 90 calendar days.

Complex non-urgent repairs that cannot be left until planned capital investment such as a full replacement kitchen or replacement front door.

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Planned improvements (capital investment):

We will let you know before work begins.

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Cyclical (repeat) repairs:

We will let you know of due dates.

Where repeated maintenance or servicing is required. For example, gas servicing, lift servicing, or gutter maintenance.

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