Priority Repairs and their Codes
Priority 1
We must do Priority 1 repairs within 24 hours or by emergency call out.
General repairs and maintenance:
- Stopping water flowing back into your sink, basin, toilet pan or bath.
- Boarding up an empty property.
- Boarding up or fitting plastic film to broken glass in entrance door, ground floor windows, balcony level windows.
- Repairing very heavy leaks through the roof. This will be a temporary repair using tarpaulin. (Please note that due to reasons of health and safety this will not be carried out in wet or windy conditions or in the dark).
- Repairing or replacing a broken, unusable, blocked toilet pan, if it is the only toilet in the property (but not mending a broken cistern).
- Repairing a total loss of electrical power.
- Repairing or replacing a power or lighting socket or an electrical fitting that is not safe.
- Repairing a total loss of mains water supply.
- Repairing space or water heating (between 31 October and 1 May only).
- Repairing a blocked or leaking foul drain, soil stack or toilet (if this is the only toilet).
- Repairing a toilet that does not flush (if there is no other working toilet).
- Stopping leaks from a water pipe, tank or cistern (you should turn off the water supply where possible).
- Repairing or replacing an outside window, door or lock that is not safe.
Gas servicing and maintenance:
- Stopping water leaks from a heating system.
- Repairing a gas leak (after the Gas Board have made safe).
- Repairing a fitting or appliance that is not safe;
- Repairing a gas supply.
- Clearing a blocked flue to an open fire or boiler.
- Repairing gas space or water heating (between 31 October and 1 May only).
At first, we will stop the problem or make it safe. We will then repair or replace the item later. Ring or visit your housing office as soon as possible about one of these repairs. If you phone the Housing Emergency services number, we may be able to take action when the office is closed. Someone must be at home to let our workers in to do a Priority 1 repair.
If you are being flooded from a property above, tell whoever lives in that property as soon as possible. If they are out and cannot report the repair, report it yourself and tell us the address of the property we need to visit. Report emergency repairs which are needed outside your home to your housing office or housing emergency services as soon as possible.
Priority 2
We must do Priority 2 repairs within 2 working days of the day after you report the repairs.
General repairs and maintenance:
- Clearing blocked drains.
- Repairing the supply to electrical cookers (if this is the only means of cooking).
- Repairs which, if not dealt with would cause a safety hazard.
- Repairing the electricity supply (power or light, if the supply has not failed completely).
- Repairing the water supply (cold water from main tank or hot water if the supply has not failed completely).
- Repairing space or water heating (between 30 April and 1 November only).
- Clearing a blocked bath, sink or basin.
- Repairing a tap that cannot be turned off.
- Repairing or replacing a loose or missing banister or hand rail.
- Replacing rotten wooden flooring or wooden stairs.
Gas servicing and maintenance:
- Repairing all system faults.
- Inspecting, testing and reporting on the system in an empty property.
- Repairing gas space or water heating (between 30 April and 1 November only).
Priority 3
We must do Priority 3 repairs within 5 working days of the day following receipt of the order.
General repairs and maintenance:
- Repairing or replacing a broken, unusable or blocked toilet pan if there is another toilet in the property.
- Repairing a running overflow.
- All repairs that cause concern or nuisance to elderly or disabled tenants, unless they are priority 1 or 2 repairs.
- Repairing lighting in common areas.
- Repairing a leaking roof (not a very bad leak) that can be dealt with by patching.
- Repairing a door entry phone.
- Repairing a mechanical extractor fan in a kitchen or bathroom.
Priority 4
We must do Priority 4 repairs within 30 working days of the day following receipt of the order.
General repairs and maintenance:
- Clearing blocked grids and gully holes.
- Clearing or repairing blocked or leaking gutters and rainwater pipes.
- Repairing doors and windows (unless the property is not safe).
- Repairing or replacing glass in doors and windows.
- Repairing plasterwork after other repairs have been done.
Priority 5
This priority covers work that we do under an agreed programme of repairs or improvements within a specified timescale of 90 days if not stated otherwise.
General repairs and maintenance:
- Work done as part of a programme of general building maintenance.
- Other repairs that we must do within special contract times (for example, as set out by a legal notice).
Gas servicing and maintenance: