There are different priorities for repairs.

Priority 1 – we will make safe within 24 hours

Priority 2 – we will complete within three working days

Priority 3 – we will complete within seven calendar days

Priority 4 – we will complete within 15 working days

Priority 5 – we will complete within one calendar month

Priority 6 – planned maintenance work (we will tell you when this is due to be carried out)

Follow the links below for a full breakdown by type of repair.

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Kitchens

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Gas or electric cooker			1
Kitchen cupboards			5
Fit extra cupboards
Sink (bowl and drainer)			3	Unless you fitted it
Sinks – plugs and chains
Taps – fit new washers			3
Taps which cannot be turned			2
Repair extractor fan			3	Unless you fitted it

Bathrooms

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Bath and shower			5	Unless you have fitted them
Bath – plugs and chains
Toilet cisterns (ball valve and washers)				Unless it is an emergency
Toilet not working (if there is only one in the property)			1
Toilet not working (if there are two in the property)			3
Taps – fit new washers			3
Taps which cannot be turned			2
Extractor fan (internal)			3

Plumbing

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
No water supply			1
Burst pipe, tank or cylinder			1
Water cylinder or tank			4
Downpipes (rain or soil)			4
Guttering			4
Blocked drains and sewers			1	You must keep them clean
Hot-water supply			2
Washing machine fittings				Unless we fitted them
Overflows			3
Insulating or lagging pipes and tanks			5

Central Heating

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Repair back boiler			1	We will make it safe and then repair as priority 2
Blocked flue to open fire or boiler			1
All other heating				Call the Repairs Hotline for details

Windows and Doors

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Glass in windows and doors			2	Unless broken by you, a family member or visitor
Frames and fittings			3 or 4
Fire doors in shared areas			2
Insecure window, lock or door			1
Replace lost keys or change a lock				Ask about rechargeable repairs

Electrical

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Switches and sockets			3	Unless dangerous
Pull cords to light switches			2
Immersion heaters

Internal Structure

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Ceilings (repairs)
Floors			5	Not floor coverings you have fitted
Skirting boards and architraves			5
Stairs (inside)			4	Unless dangerous
Stair tread (rotten)			2	Unless dangerous
Handrail			2
Floorboards			5	Unless dangerous
Plastering			4
Tiles – walls, splashbacks and window cills			4	Unless you have fitted them

Outside and External Structure

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Brickwork and Pointing			5	Unless dangerous
Walls			5	Unless dangerous
Chimney Pots			5	Unless dangerous
Sweeping the chimney and flue
Outside woodwork			6	Before painting is carried out
Steps to entrances			5	Unless dangerous
Porches and canopies			5	Unless you have fitted them
Roof repairs (tile and felt roofs)			3	Unless dangerous
Roof insulation			6
Paths - Garden
Paths - from door to pavement			5	Unless dangerous
Sheds
Outbuildings and stores			6	Unless dangerous
Fencing				Except in shared areas or if bordering a path
Gate - front			6
Gate - back and side				Except in shared areas or if bordering a path
Garages			5
Extra garage locks
TV Aerials
TV Aerials (shared)			3

Other

Area/Item	Our Responsibility	Your Responsibility	Priority	Comments
Inside decorating
Outside decorating or rendering			6
Gardens
Clothes lines, posts and hooks				Unless shared, then priority 3
Drives and parking spaces				Unless shared, then priority 3 (or 1 for emergency)