Each repair request is given a priority based on the information you give to us.
The priority and response times are below:
Priority 1 – Emergency, 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
Priority 2 – Three and seven day repairs
Three day repairs include internal 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
Seven day repairs include internal or external works such as:
- Leaking roof
- Door entry phone not working
- Mechanical extractor fan in internal kitchen or bathroom not working
Priority 3 – Appointments
We will offer an appointment for all other internal repairs and aim to attend your home within 28 days.
Priority 4 – External works
External works have a target to be completed within 90 days.
The following are examples of external works:
- 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).
