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Reactive Repair Categories & Response Times

There are three repair categories with set response times. These are:

Emergency Repairs
These are repairs which threaten you or the property’s safety. They can also relate to the loss of essential services. Examples of emergency repairs are burst pipes, gas leaks or loss of ALL heating. Our contractors will make these repairs safe within 3 hours.

Urgent Repairs
These are repairs which substantially inconvenience you. They can also relate to loss of services. Examples of urgent repairs are loss of hot water, individual electrical faults or rain penetration. Our contractors will attend urgent repairs within 3 working days.

Routine Repairs
These are general repairs or renewals which are not classed as emergency or urgent repairs. Examples of routine repairs are repairs to internal joinery or small leaks. Our contractors will complete these repairs within 5 working days.

Appointments & Arrangements

We employ both in-house staff and external contractors to deliver our repairs and maintenance service. We would not normally send an operative to your home unless you have requested a repair OR in the case of planned or cyclical works, you having received advance notification.

All our operatives carry identification. Please do not let anyone into your home without checking their identification first.

We will have given you an appointment for your repair to be carried out and passed your access details with your order, so please be at home at the time agreed.

If you are out when an operative calls for a routine repair, a card will be left for you to arrange a second visit. If you miss a second arranged appointment, your repair request will be cancelled and you may be charged for the wasted visits.

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