Emergency, urgent & routine repairs
Some repairs are classed as 'emergency' repairs and these are given priority. If a repair is not classed as an 'emergency', it will be classed as either an urgent or routine repair.
Some repairs are classed as 'emergency' repairs and these are given priority. When a repair is an 'emergency', someone will attend within a target of 4 hours.
They may not be able to completely resolve the issue, but will make things safe and begin the process of getting the repair completed in full. Any follow up works will be completed within a routine timescale.
Your own circumstances can also mean that a repair needs to be classed as an emergency. Special circumstances, for example if you have just come out of hospital or are very unwell, might mean something that is not normally classed as an emergency can be treated in this way.
Routine & urgent repairs
If a repair is not classed as an 'emergency', it will be classed as either an urgent or routine repair:
- Urgent repairs will be completed within 3 working days
- Routine repairs will be completed within 20 working days*
*Routine timescales may vary depending on your location and the type of repair. For example, it may take slightly longer for certain repairs if you live in the highlands or somewhere rural.