Categories and Priorities

When you report a repair it is placed in one of the following three categories:

• Priority 1: Emergency make safe work
• Priority 2: General repairs
• Priority 3: Planned work

Priority 1: Emergency Make Safe Works - Completion Within 24 hours

For example, an emergency raised at 10.00am should be completed by 10.00am the following day at the latest.

We attend as soon as possible - usually within two to three hours - but please remember this may not always be possible.

The types of repair that falls into this category are:

• Insecure property
• Gaining access
• Dangerous flooring or stairs
• Toilet not flushing (if only one in property)
• Loss of water supply
• Water leaks
• Unusable taps
• Blocked waste pipes, toilets or soil and vent pipes
• Blocked drains
• Missing inspection chamber covers
• Severely damaged or dangerous roofs
• Electrics sparking or smoking, or bare wires
• Total loss of electric power
• Blocked chimney to open fire
• Removal of brick debris or rubble

Priority 2: General Work - Completion Within Ten Working Days

The types of jobs included are:

• Most electrical and gas repairs
• Toilet not flushing (when there is more than one toilet in the property)
• Repairs to windows and external doors
• Glass replacement
• Investigation of roof problems

Priority 3: Programmed Work - Completion Within 40 Working Days

The jobs included are:

• Paths
• Fences
• Replacement sanitary ware
• Kitchen units
• Internal doors

Customer Care

To help us monitor how well we are doing we have increased our range of customer satisfaction surveys. There is a telephone survey, a postal survey and a personal interview if your job is selected for inspection on completion.

Our Call Centre who selects, at random, a number of customers and asks them for their opinion on the service provided carries out the telephone survey.

To participate in the postal survey we urge all tenants to return the postage paid acknowledgement card sent to you when you first reported the repair with the questionnaire duly completed.

You may receive a visit from our Quality Control Inspector. He will ask you for your comments on our performance.

All the feedback we receive is used to help us identify problem areas and improve service delivery. This information will be published yearly.