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Each repair is given a priority code to indicate how quickly it will be carried out. The priority will depend upon the nature of fault and the possible risk to health and safety. Priorities and target times are set out in the below table:

PriorityTarget completion timesExample repairs
EmergencyAttend by appointment within the same day

These are repairs,which if not attended to, could cause serious damage to the building or cause a health and safety risk, such as:

  • Gas leaks
  • Total electrical and heating failure
  • Burst pipes
UrgentAttend by appointment with in onethree or seven working days

These are repairs which seriously affect the comfort of the resident or cause potential damage to the property, such as:

  • Plumbing or drainage faults
  • Roof leaks
  • Partial loss of heating
RoutineAttend by appointment within 15 working days

These are repairs which will not seriously interfere with the comfort and convenience of the resident, such as:

  • Repairs to plasterwork
  • Repairs to doors and windows
External RepairsAttend by appointment within 40 working days

These are repairs which are external to the property which will not interfere with the comfort and convenience of the resident, such as;

  • Repairs to fencing
  • Repairs to blocked / damaged guttering
  • Repairs to paths

The Right to Repair

The right to repair scheme was introduced for council tenants in April 1994 under the citizens charter scheme. It was introduced to make sure that certain repairs which may affect health, safety or security of tenants are done quickly. By law, we must carry out certain small, urgent repairs that might affect your health and safety or security within a set number of days.

Repairs that are covered by the right to repair scheme are called qualifying repairs. If the contractor fails to complete any of these qualifying repairs on time, a second contractor may be requested to attend. If the second contractor also fails to complete the work on time you may be entitled to compensation. For further information please us the link below:

Right to Repair Scheme – Shelter England