There are four repair priorities: Emergency, Urgent, Routine and Planned.
| Category | Response Time | Description | Examples |
|---|---|---|---|
| Emergency | 24 hours to remove danger. Follow-up work within 3 working days | Repairs which are required to avoid an immediate danger to personal safety or health or serious damage to the property and/or neighbouring buildings. The removal of graffiti of a racial or obscene nature will be removed/painted out within 24 hours. | Burst pipes. Total loss of electricity. Re-securing property following a break-in. Total loss of heating/hot water - where no backup systems are in place e.g. combi-boilers (winter only) |
| Urgent | 5 working days | Repairs needed to avoid substantial inconvenience to tenants or further deterioration of the building. | No hot water. Leaking pipe. Blocked sink/sanitary fitting. |
| Routine | 1 month | All other statutory repairs | Blocked gutters. Adjusting doors/locks. Repairs to kitchen unit. |
| Planned | 6 months | Major works that are required for the improvement of a property or the replacement of items that are at the end of their useful life. | Installing central heating. Replacing kitchens and bathrooms. Replacing roofs. Fences, walls, pointing. |
When you report a repair, we ask you to give the following information:
We will use this information so that the contractor or maintenance officer can arrange access for our property inspection and avoid delays in completing the repair.
During office hours - All Repairs - call 0151 920 7300
Out of hours - Emergency Repairs only - call 0800 304 7074
(calls charged at local rate but may cost extra from a mobile phone).
We will use this information so that the contractor or maintenance officer can arrange access for our property inspection and avoid delays in completing the repair.
You can complete an online form here.
Call into our office at 10 Church Rd, Waterloo - find us
We ask all tenants to fill in a service questionnaire on completion of their property repair. We want to know what you think of the repairs service so that we can make improvements.
Please take the time to complete and return the questionnaire - or you can complete an online form now.
