Housing

Response times for maintenance

Policy Last Amended: 

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 later at an agreed time.
We have agreed response times for maintenance requests that do not fall into the planned program of works.
These are:

2 8 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 an internal area

24 – 48 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
  • where certain essential items are not working, such as:
    • hot-water heaters
    • room heaters
    • stoves
    • common area washing machines and dryers

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.

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