Response times for maintenance

Although most maintenance work is carried out using a planned program of works, the nature of the problem will help us determine whether an issue needs to be fixed urgently or a little later at an agreed time.

We have five response times for maintenance requests that do not fall into the planned program of works:

1. 4 hours – where there is an immediate threat of danger due to health, safety or security risks to the tenant and prompt action is required to relieve the situation. For example:
   • electrical danger
   • gas leaks
   • flood
   • sewer overflow in a common area
2. 24 hours – where there is a threat to the safety or security of the tenant and prompt action is required to relieve the situation. For example:
   • no lights working in the home
   • blocked drain outside the home
3. 48 hours – where certain essential items are not working such as:
   • hot-water heaters
   • room heaters
4. 72 hours – where other essential items are not working such as:
   • stoves
   • external door locks
   • common area washing machines and dryers
5. 20 days – for general repairs and maintenance requests that cannot wait for the planned works.
   
   

   Tenants are responsible for the cost of damage to a property that is beyond fair wear and tear. It is your responsibility to ensure your home remains in good condition throughout your tenancy.