Timeline for Repairs

To ensure the most serious issues are addressed first, Housing 21 organises repairs into three categories:

Emergency: The most serious of issues that we will seek to resolve within 24 hours.

Urgent: Important repairs that need to be addressed quickly that we will seek to resolve within seven calendar days.

Routine: Issues that need addressing but are less urgent and can be scheduled in, ideally resolved within 28 days.

Housing 21 will always strive to complete emergency and urgent repairs within the given timescales. Routine repairs will normally be completed within 28 days, however, there may be occasions where this is not possible due to the resident not being available or where a resident would prefer a local contractor to complete the works. Any extension to the 28-day timescale will be agreed with the resident.

In addition to meeting the above timescales, Housing 21 will seek to ensure that all its contractors take a right first-time approach to the completion of responsive repairs. Adopting this approach will minimise disruption for the resident, provide better value for money and improve customer satisfaction.

Further information on this categorisation of repairs can be found in the Residents’ Handbook. Housing 21’s aim is to achieve a satisfactory resolution of responsive repairs requests at first attempt.