Vale of Aylesbury Housing Trust

To ensure that the highest priority jobs are completed first, we grade each repair request depending on the nature of the problem.  

Jobs are raised as one of three priorities:
Emergency – will be attended to within 4 hours
Urgent – will be attended to within 5 working days
Routine – will be attended to within 20 working days

Emergency Jobs

The following are classed as emergency jobs, which will be attended to (and made safe) within four hours:
• Gas escape – please phone Transco immediately on 0800 111 999
• Carbon Monoxide escape
• Major bursts to internal water pipes and tanks
• Blocked drain and soil pipes
• Blocked toilet (where there is only one toilet in the property)
• Loss of electrical power to the property or serious electrical fault
• Bathroom light not working
• Dangerous structure, e.g. a wall or chimney which is about to fall down
• Property is not secure, for example boarding up doors and windows, repair locks on doors and windows

Urgent Jobs

The following jobs are classed as urgent jobs, which will be attended to within 5 working days:
• Blocked gully, outside kitchen/bathroom
• Leak under kitchen sink
• Leaks and repairs to internal supply pipes, tanks and radiators
• Blocked kitchen sink, basin, bath or shower waste pipes
• Faulty immersion heater, if this is the only way of heating water in the property.
• Complete loss of electricity to electric cooker

Routine repairs

The routine category covers all other jobs and will be completed within 20 working days.

Residents’ responsibilities

There are some repair jobs that the Trust does not carry out. These include:
• Reglazing windows or doors unless you can provide us with a crime reference number from the police. We will make the property safe by boarding up the window or door.
• Replacing or refixing toilet seats (apart from in Sheltered Housing Schemes)
• Gain entry or change locks if your keys are lost, stolen or if you lock yourself out. If you would like us to carry out the works, you will be recharged which is approximately £140.
• Install, repair or maintain TV aerials, except at Sheltered Housing Schemes.
• Fit window locks – we only fit and maintain window catches
• Fit more than one lock to the front and back door. You may fit extra locks.

For more information on whether a repair is the responsibility of the Trust or the resident, click here or download the handy guide below.