Each repair request is given a priority based on the information you give to us.
The priority and response times are below:
Emergency repairs, within 24 hours
We are likely to consider your repair to be an emergency if waiting to carry out the repair will:
- put people in danger
- make your home unsafe
- damage the property
- make the existing damage worse
- create unreasonable risk, suffering or difficulty
Urgent repairs, within five working days
Five working day repairs include internal or external works such as:
- Partial loss of electrical power
- Partial loss of water supply
- Tap which cannot be turned
- Total or partial loss of space or water heating between 1 May and 31 October
- Blocked sink, bath or basin
- Loose or detached banister or hand rail
- Rotten timber flooring or stair tread
- Leaking roof
- Door entry phone not working
- Mechanical extractor fan in internal kitchen or bathroom not working
Routine repairs, within 28 working days
We will offer an appointment for all other internal repairs and aim to attend your home within 28 working days.
Programmed works, within 90 working days
Programmed works have a target to be completed within 90 working days.
Large works that sit outside of a routine response can include large scale plastering, kitchen and bathroom replacements, fencing, paths, external walls, guttering and downpipes.
Right to Repair does not apply where a tenant fails to provide access to SCH or a contractor on behalf of SCH to their home or where SCH need to order specialist parts to complete the repair or in Leaseholder properties.
For more information please read our Right to Repair information (pdf 233 kB).