Repair Categories

 Our repairs fall into three categories:

1. Reactive  (Day to day repairs)
2. Cyclical or Planned  (Works undertaken on a regular basis)
3. Investment (Major Repairs, Upgrades or Renewals)

1. Reactive

There are three levels of reactive repairs:

Emergency : Immediate or imminent danger to life or property. Our target time for attending and making safe is 4 hours. During 2021/22  we had 67 emergency repairs. The average time taken for contractors to attend and make safe was 1hr 43 mins. 100% of these repairs were completed within timescale.

Urgent & Right to Repair (RTR): Risk or significant inconvenience to health or security. We aim to have these repairs completed by the end of the next working day after receiving the repair request, excluding weekends and public holidays. 624 urgent & RTR repairs were completed during 2021/22 with an average completion time of 1.5 days. 99.6% of these repairs were completed within timescale.

Routine: Non urgent repair or maintenance requirements. Our target time for completion of routine repairs is 3 working days after we have received the repair request. During 2021/22, 121 routine repairs were completed within an average of 2.4 days. 98.3% of these repairs were completed within timescale.

We also carry out reactive appointments where tenants may request specific dates from the contractor to carry out a repair. This is available where tenants cannot provide access to the contractor within the reactive timescales.

Appointments: Non urgent repair or maintenance requirements. Our target time for completing appointments is 5 working days after we have received the repair request. 136 appointments were completed during 2021/22 with an average completion time of 3.9 days, 99.3% were met and completed within timescale.

Programmed: Non urgent repair or maintenance requirements which may require more time to complete this may be due to a tenants request, requirement for specialist materials or the complexity of the works – Our target time for completing Programmed repairs is 15 working days after we have received the repair request. 32 programmed repairs were completed during 2021/22 with an average completion time of 9.8 days, 100% were met and completed within timescale.

We completed 914 non-emergency reactive repairs during 2021/22 with an average timescale of 2.3 days with 99.4% of these repairs being completed within timescale.