Appendix A – typical emergency repairs

Emergency – respond within 24hrs

  • Gas leak or loss of gas supply (in an emergency involving gas, the resident will also be advised to call the gas emergency number 0800 111999).

  • Loss of supply of drinking water

  • Major leak (a leak that can not be reasonably contained and is causing significant damage)

  • Leak from gutters and downpipes (Only if entering the building)

  • Loss of electrical supply

  • Loss of heating & hot water (Only emergency if a member of the household meets the vulnerability criteria and only between 1st October & 31st March for heating)

  • Blocked toilet (only if there is only one in property)

  • Unsafe or hazardous conditions such as flood, fire, dangerous structures that are at imminent risk of collapse such as chimneys, masonry walls (make safe only), loose/falling brickwork, roof tiles, guttering, damaged/missing manholes covers, missing barriers/doors/windows creating a risk of falling.

  • Security such as main entrance door not locking/closing, broken windows/doors but only when security of the home is at risk, locked in or out (possible recharge).

  • Cracked windows (if there is a security or health and safety risk)

  • Blocked drains when no water from any part of the property will disperse.

Appendix B – typical essential repairs

Essential – respond within 10 working days

  • Minor leak (a leak that can be reasonably contained and is not causing significant damage)

  • Blocked gutters and leaks from gutters and downpipes if causing a slip hazard during winter (Only if NOT entering the building)

  • Partial loss of electricity

  • Weeping radiators or pipes

  • Loss of heating & hot water (Only when NOT an Emergency as above)

  • Entry phone not working

  • Faulty communal aerials

  • Blocked toilet (if there is more than one in the property)

  • Blocked drains (when water is partially dispersing from property)

  • Major cracks

  • Toilet not flushing

  • Mould washes

  • External lights not working (from 1st October until 31st March)

Appendix C – typical routine repairs

Routine – respond within 20 working days

  • General joinery repairs

  • General wear & tear repairs such as broken/cracked wall tiles, loose fence posts, internal door repairs, kitchen unit/worktop repairs, minor flooring repairs, dripping taps

  • Shaver light not working

  • External lights not working (from 1st April until 30th September)

  • Individual sockets not working

  • Cracked windows (if this does not pose a security risk)

  • Squeaky floorboards

  • Insulation top ups

  • Leak from gutters and downpipes

  • General roofing works which aren’t causing obvious water ingress or risk of falling objects (tiles)

                      together with tenants                  disability confident leader                          HQN DLO contractor logo                          HDN logo                   ASCP logo