Responsibility for repairs

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