Repairs timescales

We aim to complete repairs as quickly as possible and will prioritise repairs that affect your safety and the building. We have 5 types of repairs according to their urgency.

Below are some examples for each category.

Out of hours

These are urgent repairs that cannot wait until the next working day. We will attend within 4 hours from 4pm. Examples include:

• loss of drinking water in property
• burst pipes or major water leaks
• no electricity or lighting in the whole property
• no lighting in the communal areas
• lift breakdown (where there is only one lift)
• broken or missing manhole cover
• overflowing drains flooding into a property
• dangerous structure

Emergency

These are repairs that put a person or property at risk. We will attend within 24 hours of you reporting it and will attempt to complete the repair on our first visit. Examples include:

• burst pipes or major water leaks
• leaking waste pipe from a sink or toilet
• total loss of heating or hot water
• toilet which cannot be used (where there is only one)
• no electricity or lighting in the property
• no lighting in communal areas
• back surging drains
• dangerous structure
• lift breakdown when there is only one lift
• broken or missing manhole cover
• broken glazing which presents a hazard

Urgent (from March 2025)

These are repairs which could result in the loss of a basic facility, or could lead to further damage if not dealt with urgently. We will attend within 7 calendar days.

Examples include:

• minor plumbing leaks or defects which risk causing further damage to the property in due course
• blocked drains
• defective toilet cistern
• loss of heating and/or hot water during the months of May to September
• blocked gutters causing water penetration
• breaches of security to internal doors and windows
• failure of entry phone
• damage to stair treads, handrails or banisters

Routine

This includes nearly everything else which can be completed in a single visit, and we will book an appointment to meet your needs. Examples include:

• toilet that will not flush
• water running from overflows
• partial loss of electricity supply, or light fittings or sockets not working
• loose handrail or banister
• partial loss of water supply
• tiling
• minor plaster repairs
• glazing repairs
• flooring
• windows and doors, locks which are difficult to operate
• extractor fans.

Planned repairs

Planned repairs are those where we know that the job will need to be pre-inspected, so that we can place orders for larger components that will need to be manufactured.

The job may also take several days to complete, and it might be more economical and efficient for the work to be part of a bigger project. Examples include:

• kitchen replacements
• bath replacements
• brick laying work
• external door replacements
• plastering large areas
• renewing joinery such as windows
• fencing

Specialist repairs and complete replacements may take longer due to the need to measure, source, and manufacture specific components or equipment. Changes in regulations may also require extra building work. We will always let you know about changes to expected timescales and any new arrangements.

Awaab’s law

Awaab’s law came into effect in October 2025. The law aims to ensure safer living conditions for council tenants by requiring social landlords to act swiftly on household hazards such as damp and mould.

Under the new legislation, landlords must:

• investigate damp and mould issues within 10 working days
• report findings to tenants within 3 working days of the investigation concluding
• complete repairs within 5 working days of the investigation concluding, if the investigation identifies a significant hazard

If steps cannot be taken to begin work within 5 working days, this must be done as soon as possible and work must be physically started within 12 weeks. In emergency cases, repairs must be carried out within 24 hours.

You can report damp and mould issues online via My Account or by calling us on 020 8489 5611.