These days, houses contain more advanced equipment than ever before. Control systems for such things as central heating and hot water are more sophisticated than they used to be, offering more options.
If the repair is a ‘qualifying repair’ under the ‘Right to Repair’ rules, you may be entitled to compensation if we or our contractor don’t complete the work on time.
If you feel that we haven’t met these standards, please use the complaints form to let us know. You might be concerned that the work was not done as quickly as it should have been, or you might feel that the work was allocated to the wrong category, for example that it should have been treated as ‘urgent’ rather than ‘general’. We welcome feedback on repairs, whether positive or negative.
We have set out, in the table below, our priorities for carrying out repairs. The table includes both our own repair targets and those set under the ‘Right to Repair’ rules.
Category of repair
Time limits and types of repair
Emergency repairs to be completed within 6 hours include:
Right to Repair 1
These are the most urgent repairs required under the ‘Right to Repair 1’ rules
Repairs within the ‘Right to Repair 1’ category, to be completed within 1 working day include:
Urgent or Right to Repair 3
These are repairs which would become emergencies if not done quickly
Urgent repairs, or repairs in the category of ‘Right to Repair 3’ are to be completed within 3 working days. This category includes:
Right to Repair 7
To be completed within 7 working days
Repairs within the ‘Right to Repair 7’ category are to be completed within 7 working days.
An example would be the failure of an internal extractor fan to a bathroom or kitchen (where there is no external window or door).
These are non-urgent.
General repairs to be completed within 10 days include: