Repair deadlines
When you ask for a repair, we give the work a deadline - depending on how urgently it's needed.
The first appointment you are offered will be before that deadline. We give your repair one of four deadlines. They are:
Emergencies - within three hours
The problem must be very urgent. It has to be a threat to your health, safety or security - like a major water burst. Some jobs are emergency repairs only if a vulnerable person like a young baby, elderly person or disabled person lives in your home.
Urgent repairs - within 7 days
Examples include a front door damaged in a break-in, a leaking water pipe, a lighting or power fault, or a broken boiler.
Routine repairs - within 28 days
Examples include a leaking or blocked gutter, damaged roof slates, or fitting a new kitchen cupboard.
Major
Examples include fitting a new damp proof course, a new external door or new window frame.
A working day is Monday to Friday. So if you contact us on Tuesday morning, we will come to a 'three day' job by Friday of the same week at the latest. But if you contact us on a Thursday, we will come by Tuesday the next week at the latest, because Saturday and Sunday don't count as 'working days'.
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