Repairs and Maintenance

Report Categories and Typical Repair Timescales

Below are a list of repair categories and the expected time scales for the repair to be completed. Also see details of how to Report a Repair.

Category	Response time	Examples
Emergencies	Attend in your home within 4 hours	Fire, flood, a safety hazard, break in required
24 Hours	24 Hours	Water leaks or blockages, no hot water, no heating
Urgent	3 working days	Roof leaks, faulty locks, electrical, plumbing and security problems
Essential	10 working days	Internal joinery, building work, roof repairs
Routine	20 working days	External works

The table below provides an indication of who is responsible for repairing specific items relating to your home.

Central Heating	AHP	You
Chimney and flue (the structure)	x
Coal bunker	x
All electric central-heating systems (if we have fitted them)	x
All gas-fired central heating (if we have fitted them)	x
Solid-fuel central-heating systems and open fires, including a one-yearly chimney sweep (if we have fitted them)	x
Fireplace tiles	x
Heating systems you have fitted if there is a problem during the first 12 months		x
Heating systems you have fitted if there is a problem after 12 months	x
Fire fronts, fire grates and ash pans that are not part of the heating system	x

Doors	AHP	You
External doors, including handles, locks and glass (if you have not damaged them)	x
Internal doors, including handles, locks and glass (if you have not damaged them)	x
Lost keys		x
Door bells (if we have fitted them)	x
Security chains (if we have fitted them)	x
Draught excluders and draught strips to external doors only	x

Electrical	AHP	You
Main TV aerial		x
Immersion heater	x
Light fittings (if we have fitted them)	x
Extractor fans	x
Smoke alarms	x
Carbon monoxide detectors	x
Power sockets	x
Light switches	x
Light pendants	x
Shared hall and stair lighting	x
TV aerial outlets (other than main aerial outlet)		x
Wiring and circuits, including the fuse box but not the meter	x
Electric fires (if you have fitted them)		x
Plugs and fuses		x
Fluorescent light tubes		x
Outside lights to the front and back of the house (if we have fitted them)	x

Plumbing	AHP	You
Drains blocked outside	x
Drains blocked inside	x
Cold-water supply and storage tank	x
Rainwater pipes and gutters	x
Hot-water supply and storage tank	x
Sink plug and chains		x
Blocked sink (if you have caused it)		x
Blocked toilet (if you have caused it)		x

Structure	AHP	You
Ceilings and walls	x
Damp-proof course	x
Floors (not carpets, vinyl or other floor coverings)	x
Outside woodwork	x
Roughcast to outside walls	x
Staircases inside	x
Entrance steps	x
Roof structure and covering	x

Windows	AHP	You
Catches and ironmongery on windows, including double-glazing units (if you have not damaged them)	x
Window sills	x
Window frames (timber and PVC)	x
Glass in windows, including double-glazed units you have damaged (unless proved to be caused by vandalism)		x

Other Items	AHP	You
Washing Machine fittings (if we have fitted them)	x
Clothes poles and rotary dryers	x
Outside decoration (building only)	x
Fencing (if we have put it up)	x
Paths (if we have fitted them)	x
Garages (if we have provided them)	x
Clothes lines and cords		x
Pest control		x
Your own sheds, garages and fences		x
Any alteration or improvement you have carried out to the property		x