Speed of Repairs

Some repairs are more urgent than others so when you report a repair we give it a priority grade. Repairs for residents in certain circumstances e.g. elderly residents or residents with disabilities will be given a higher priority grading according to their needs.

We aim to ensure that repairs are completed within the time shown at the end of this section.

Target Repair Times

Listed below are some examples of the different types of repairs carried out by us and details of how quickly we will carry them out.

Emergency repairs are those that cause an immediate risk to safety, security, health or the building and those should be made safe within 24 hours. This may mean that the repair is temporarily fixed to resolve the emergency then further work needed at a later time to fully sort out the problem.

 Examples of these are:

• A burst pipe that you cannot stop by turning off the stopcock
• Total failure of your electricity supply
• A blocked drain or toilet if it is the only one you have in your house
• Major structural damage 

Urgent Repairs are those which are likely to cause damage or difficulties if not attended to fairly quickly and these should be completed within 7 days

Examples of these are:

• Leaking radiators
• Entry phone system not working
• Leaking roof
• Toilet not flushing 

Routine repairs are less serious and can wait without causing major damage or inconvenience and should be completed within 28 days.

 Examples of these are:

• Dripping gutters
• Repairs to internal doors
• Repairs to cupboards
• Plaster repairs 

We aim to complete at least 95% of repairs within the above target times. These targets are very important to us and we monitor our performance against them. Each year we publish a report showing our performance in this service area. Below is a more detailed list of SAHA's repair timescales.

Priority Grade and Type of Repair

Priority Emergencies (to be completed within 24 hours)

• Board up for security including insecure windows where a repair will be completed within 5 days
• Uncontrolled burst to water supply/loss of supply
• Total loss of electrical supply
• Unsafe power, lighting, electrical fitting (where there is immediate danger)
• Partial loss of water supply
• Partial loss of gas supply
• Blocked flue to open fire or boiler
• Total or partial loss of space or water heating (31st October to 1st May) (All year round for sheltered schemes)
• Blocked or leaking foul drain, soil stack or toilet pan (where no other toilet in property) (There may be a subsequent recharge a blocked WC pan is as a result of inappropriate use, see ‘tenant responsibilities’)
• Uncontrolled leak from water or heating pipe, tank or WC cistern
• Leaking roof (make safe in 24hrs/complete in 5 days)
• Loose or detached banister or handrail
• Rotten timber flooring or handrail
• Fire door closing incorrectly
• Dangerous glazing in communal areas
• Failed entrance door locking/ security system (not lost keys)

All suspected Gas leaks MUST be reported to Transco immediately

 Priority Urgent (to be completed within 7 working days)

• Door entry phone not working
• Extractor fan to internal kitchen or bathroom not working
• Externally leaking overflows
• Defective light fittings/sockets
• Minor plumbing leaks e.g. waste pipes/radiator valves
• Manhole covers (make safe in 24 hrs/complete in 5 days)
• Total or partial loss of space or water heating (30th April to1st November)
• Tap which cannot be turned off
• Faults to water heaters 

Priority Non-Urgent (to be completed within 28 working days)

• Brickwork/Pointing where associated with a damp or structural problem, otherwise 'planned maintenance'
• Cupboard/sink units where use has been restricted by condition
• Internal doors/fittings
• Fencing/gates maintaining security
• Floor/wall tiling
• Garages (significant repairs and security)
• Guttering and blockages
• Outbuildings (significant repairs and security)
• Plasterwork
• Window adjustment
• Damp proofing repairs
• Roof and flashing repairs where no associated leak
• Paving/pathway repairs where ‘trips’ may be present
• Major Works, involving component replacement, or major repairs such as roof renewals will generally be incorporated in planned maintenance programmes