Thursday 22 October
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Responsibility for repairs
Repair priorities, timescales and our approach
Repairs are carried out according to their urgency:
Immediate
- Description: serious hazards requiring urgent action
- Target response: attend and make safe within four hours
Emergency
- Description: risks to safety or major property damage (for example, gas leak, major leak, total loss of power)
- Target response: attend within 24 hours
Urgent
- Description: significant inconvenience or reduced service
- Target response: within five working days
Routine
- Description: minor issues with no safety risk
- Target response: within 20 working days
Planned
- Description: large works such as kitchens, bathrooms, roofs and windows
- Target response: completed through planned programmes
Our person - centred approach
The council will:
- Communicate respectfully and clearly
- Consider individual needs (mobility, disability, language, caring responsibilities)
- Offer reasonable adjustments
- Work with carers, advocates, or support agencies where necessary
Access and appointments
The council will:
- Ensures all contractors carry ID and follow the Customer Charter
- Offers flexible appointment options
- Provides text reminders and “on the way” notifications
- May take legal action if essential safety checks are repeatedly refused
Last updated: 17/04/2026 12:37
