Repair response times

When you contact us to carry out a repair on your home, we put your request into a category depending on its priority.

We will carry out repairs to your home as quickly as possible but we have to carry out the most urgent repairs first.

If repairs need extra technical or specific advice we will offer you an appointment to carry out an inspection for this.

You can find out how to report a repair to us.

Emergency repairs

We aim to complete emergency repairs within 24 hours from the time it is reported to us. The timescale can depend on the type of repair needed, but our aim is to complete emergency repairs no later than the day after it’s reported to us.

Examples of emergencies include:

  • blocked or leaking main drain or soil pipe
  • loss of gas supply
  • total loss of cold water supply
  • dangerous structures including wall or ceiling collapse
  • insecure doors and windows.

Urgent repairs

We aim to complete urgent repairs within three working days of being reported to us. Examples of urgent repairs include:

  • blocked gullies
  • partial loss of electricity or water
  • loose or detached bannister or handrail
  • unsafe/leaking roof.

Routine repairs

We aim to complete routine repairs within 28 working days of being reported to us. Examples of routine repairs include:

  • minor plumbing, joinery or electrical repairs
  • minor repairs to paths, steps and walls
  • work to investigate damp, condensation, mould growth and wall discolouration.

Some repairs might be upgraded to a more urgent category if they meet certain criteria. This can include: where the tenant is frail or has complex needs; if there are severe weather conditions that could make the problem worse; if there’s a danger to the public.

You can find out more about the type of repair you and your landlord are responsible for.

Planned repairs

From time-to-time, we also carry out planned maintenance on our properties. Examples of planned repairs include:

  • repairing internal joinery including cupboards, shelving, skirting, bath panels, stairs etc
  • cleaning out and/or repairing defects to gutters and rainwater pipes
  • dampness problems where there is no obvious sign of rain penetration
  • fencing repairs.

You can find out more about our planned maintenance programme.

Appointments

We would normally give you a repair appointment as soon as you contact us to report the repair. We offer appointments at a range of times, including:

  • Full day appointments – between 8am and 4pm, Monday to Thursday and 8am and 3.30pm on Fridays
  • School run - for tenants who need to take their children to school: 9.30am – 3pm, Monday to Friday
  • Afternoon appointment – 12noon to 4pm, Monday to Thursday and 12noon to 3.30pm on Fridays
  • Morning appointment - 8am to 12.30pm. Demand for morning appointments is high and availability is low. By selecting another appointment time you might be able to get the work completed sooner.

If we receive a lot of emergency repairs, your appointment may have to be changed, but we’ll let you know if this is the case.

We can send reminder messages to your landline or mobile phone and can also send messages to let you know we’re on our way. When you report your repair, please let us know your phone number and the best time to contact you.

Access to your home

It’s important that someone is at home when we arrive to carry out the repair. Please make sure you keep to the appointment time we arrange so we can carry out the work for you.

We sometimes use contractors to boost the services we provide so the person carrying out the repair might not be a Thirteen member of staff. All our employees and contractors always carry identification so please ask to see it before allowing them into your home.

Report a repair

You can find out how to report a repair in your home.