Appendix A – typical emergency repairs
Emergency – respond within 24hrs
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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).
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Loss of supply of drinking water
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Major leak (a leak that can not be reasonably contained and is causing significant damage)
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Leak from gutters and downpipes (Only if entering the building)
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Loss of electrical supply
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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)
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Blocked toilet (only if there is only one in property)
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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.
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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).
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Cracked windows (if there is a security or health and safety risk)
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Blocked drains when no water from any part of the property will disperse.
Appendix B – typical essential repairs
Essential – respond within 10 working days
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Minor leak (a leak that can be reasonably contained and is not causing significant damage)
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Blocked gutters and leaks from gutters and downpipes if causing a slip hazard during winter (Only if NOT entering the building)
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Partial loss of electricity
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Weeping radiators or pipes
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Loss of heating & hot water (Only when NOT an Emergency as above)
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Entry phone not working
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Faulty communal aerials
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Blocked toilet (if there is more than one in the property)
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Blocked drains (when water is partially dispersing from property)
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Major cracks
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Toilet not flushing
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Mould washes
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External lights not working (from 1st October until 31st March)
Appendix C – typical routine repairs
Routine – respond within 20 working days
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General joinery repairs
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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
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Shaver light not working
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External lights not working (from 1st April until 30th September)
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Individual sockets not working
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Cracked windows (if this does not pose a security risk)
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Squeaky floorboards
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Insulation top ups
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Leak from gutters and downpipes
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General roofing works which aren’t causing obvious water ingress or risk of falling objects (tiles)