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Priorities for repairs

Priorities for repairs

Priority Guidelines

Below is a list of typical repairs in alphabetical order to help illustrate how target categories should be applied. There are three priority categories:

E = Emergency, attend and make safe within 2 hours of being reported, where possible complete within 24 hours

U = Urgent, completed within 5 calendar days of being reported.

R = Routine, completed within 20 calendar days of being reported.

Definitions & Guidance

Emergency Repair:

A repair to remedy any defect which puts the health, safety or security of a tenant or a third party at immediate risk or which affects the structure of the building adversely.

Works are to have an emergency priority where they are required to resolve a situation:

  • That is actually or potentially dangerous
  • That poses a serious risk to health and safety of any persons or to the structural stability of any Property
  • Where the immediate action will prevent serious damage to a property.

Emergency Works:

  • The loss of all or part of the Property’s supply of electricity, water or gas
  • The loss of the Property’s entire heating provision in cold weather
  • Where the Customer or family member is elderly has a disability or chronic sickness, or has a child under 5 (five)
  • The loss of the Property’s hot water facilities where the Customer or a member family’s health necessitates regular bathing
  • All serious plumbing or gas leaks where the fabric of the Property is in danger of damage
  • Serious roof leaks and other major structural failures
  • The need to secure the Property following an incident of harassment, fire domestic violence, anti-social behaviour, police activity, or if the Property becomes void
  • A blockage to the sole WC in the Property, and
  • Any other circumstances which are an emergency because of the Customer’s or the family’s circumstances (e.g. new born baby, person with a disability).

Urgent repair:

A repair to remedy any defect which could not be deferred without serious discomfort, inconvenience or nuisance to the tenant or a third party or which would, if left attended to, contribute to the long term deterioration of the building and cannot therefore await the next convenient maintenance visit.

Routine repair:

A repair to remedy any defect which could be deferred without serious discomfort, inconvenience or nuisance to the tenant or a third party or the long term deterioration of the building and can await the next convenient maintenance visit.

Repair Prioritisation

The Right to Repair Regulations 1994 require North Kesteven to make sure that certain small urgent repairs that might affect a tenant’s health, safety or security are done quickly and easily.

If a repair, which qualifies under this scheme, is not completed within the target time a tenant may be able to make alternative arrangements and/or receive compensation (Refer to Preliminaries for further details).

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