Your repairs, our commitment
We’re committed to delivering a timely, quality repairs service. We are focused on continuously improving our services over the next five years and our targets can be found below.
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Repairs timescales Strategic target 25/26 Performance to date 2025 Strategic target 26/27 Strategic target 27/28 Strategic target 28/29 Strategic target 29/30 Emergency (24 hours) 93.4% 96.3% 94.8% 96.2% 97.6% 99% Routine (28 days) 64.8%* 68.5% 72.3%* 79.9%* 87.4%* 95%* *Non-emergency overall Percentage shows proportion of jobs completed within the timeframe.
Green – target achieved/Red – under target.
Updated – January 2026
Repairs timescales
- Emergency
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We aim to carry out emergency repairs within 24 hours. Emergency repairs are for issues that present immediate risks to your safety, security or health, or could lead to serious damage to the property. These risks could also affect your family, your visitors or anyone else in your building.
Emergency repairs are carried out where:
- Your health and safety is or is perceived to be at risk or you are likely to suffer undue hardship
- Serious damage to the structure of buildings is likely to take place (such as major water leaks, gas leaks, electrical faults).
Our aim is to complete the repair within 24 hours of being reported, but at the very least, to make the situation safe or to provide a temporary alternative service. For very serious situations and for emergencies that are dealt with outside of normal working hours, we aim to attend within four hours. During times of peak demand, when there is widescale storm damage for example, if we are not able to meet these timescales, we will tell you and will keep you informed until we can. If you raise an emergency job we ask that you wait in your home to allow us access until we have dealt with the issue.
We’re committed to providing emergency repairs in line with Awaab’s Law to ensure your home is safe and healthy.
- Urgent
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We aim to carry out urgent repairs within 1-3 days. Urgent repairs present a risk to health and safety, or to the fabric of the property, if it were to be completed via the standard appointment system. Examples include, but not limited to: repairs relating to mould and damp, electrical or heating systems.
- Appointed
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We aim to carry out appointed repairs within 28 days. Appointed repairs are less serious, do not affect your health, safety or welfare, and will not cause any more problems to the property. For example:
- It is highly unlikely that significant permanent damage will affect you or your home
- There is no obvious threat to your health and safety
- It is reasonable to assume there is only a minor inconvenience to you in the short term, but the work cannot wait for a planned programme of work.
All work will be carried out by a mutually agreed appointment made at your first point of contact with us.
Examples include:
- Repairs to taps/showers/radiators
- Repairs to toilets/wash hand basins/sink units
- Repairs to doors/windows.
- Major
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We aim to carry out major repairs within 90 working days, where there is no obvious threat to your health and safety. If you report a major repair, work that would be more cost-effectively carried out as part of a programme of major repairs, preventative maintenance or improvements, we may:
- Defer carrying out any work until a permanent solution can be provided as part of the planned programme or carry out a temporary repair; delivering the permanent solution as part of the planned programme.
Examples include:
- Plastering and damp proofing
- New fencing
- Concrete paths and pointing.
If we cannot complete the work within 90 days, as a result of high work volumes, for example, we will agree the earliest possible appointment with you and will keep you informed of progress.
