Tenant Services

Repairs Timescale >

We aim to respond to all repair needs with speed and efficiency, however due to the level of repairs we have to deal with on a continual basis we have to prioritize repairs into different priority levels depending on the urgency and seriousness of the repair required.

Please read below to see full details of the repair priority list and the timescale in which we will respond to it.

Priority A

Maximum Time for Completion: 24 Hours

  • Heating
  • Unsafe Electrics
  • Flooding
  • Breech Activity
  • Blocked drains, toilets and sanitation
  • No Lights
  • No Power
  • Failure of lighting in communal areas
  • Dangerous Electrical Faults
  • (exposed wiring, overheating switches or sockets, flickering lights)
  • Safe & Sound Alarm Not Working
  • Burst Pipes, Defective Tanks, or Serious Leaks causing Flooding
  • No Mains Cold Water Supply
  • Damaged Doors and Defective Locks Affecting Security
  • Gas Leaks (normally reported to Transco / British Gas)
  • Removal of racist, sexist or offensive to gay men and lesbians graffiti
  • Dangerous Structures - Floors, Ceilings, Walls etc.
  • Provision of Temporary Heating to Vulnerable Tenants
  • Replacement of Missing / Badly Damaged Manhole Covers

Priority B

Maximum Time for Completion: 5 Working Days

  • Replacement of Broken Toilet Pan (rechargeable item)
  • Blocked Waste Pipes (other than toilets rechargeable item)
  • No Cold Water Supply to Bath or Basin
  • Restoring Heating and / or Hot Water
  • (temporary space heaters must be supplied as necessary)
  • Temporary Repairs to Defective Flat or Pitched Roofs Where Water is Penetrating
  • Mending Minor Leaks in Water Pipes
  • Repairing Leaking Cone/Soil Joints and pipes (Toilets)
  • Repairing Or Renewing Ball Valves (inc overflows and water hammer)
  • Repairing Defective Internal Bathroom or Kitchen Ventilation Fans
  • Replacing Broken Wash Hand Basins (rechargeable item)
  • Repairing Defective Entry-phone Systems
  • Restoring Flush to Toilets
  • Broken Oven and/or Hob
  • Broken Fridge Freezer
  • Leak or a Damage Patch
  • Infestations
  • Broken Glazing
  • Damaged Fencing
  • Blocked Down Pipes or Guttering
  • Replacement Furnishings

Priority C

Maximum Time for Completion: 10 Working Days

  • Re-securing Wash Basin
  • Repairing Blocked and / or Damaged Rainwater Gutters and Pipes
  • Replacing Glazing in Communal Areas
  • Replacing Chimney Pot or Cowl
  • Replacing Fittings to Windows and / or External Doors
  • Mending Faulty Taps
  • Replacing Zinc or Lead Flashings
  • Replacing Ridge / Eave Tiles and Cement Filets
  • Replacing or Repairing internal Fire Doors
  • Replacing Defective Fire Bricks or Parts for Open Fires
  • Repairing or Replacing Metal Casement Window and Door Fittings
  • Repairing Wood or Metal Garage Doors
  • Replacing Window Sash Fastener or Cords
  • Replacing Rotten or Defective Flooring
  • Replace Toilet Cistern
  • Replace Waste Trap or Fitting
  • Repair / Replace Faulty Stop Valve or Drain Down Cock
  • Replace Toilet Pan
  • Replace Bath
  • Replace Kitchen Units including Sink Unit and Taps
  • Replace External Doors
  • Replace Windows / Frames
  • Dry Lining Condensation Treatment
  • Repair or Replace Wall Tiling and Splashbacks
  • Low Priority Loose or Defective Flooring Repairs
  • Fix or Replace Air Bricks
  • Repair or Renew Tile Surrounds
  • General brickwork Repairs (rebuilding piers, boundary walls)
  • Repair or Replace Stone, Concrete, Tile or Wooden Window Sills
  • Low Priority Timber Staircase Repairs
  • Repair or Replace External Fascia / Soffit / Barge Boards
  • Low Priority Fencing or Gate Repairs
  • Redecoration Following Repair Works
  • Replace or Plaster Repair Gully Grid
  • Plaster Repairs to Ceilings or Walls
  • External Rendering
  • Repairing Low Priority Internal / External Floor Screeds
  • Repairing Low Priority External Paving / Concrete Aprons

Euro Stars are official Energy Performance Certificate Issuers who actively promote Eco-friendly housing.

Useful Numbers >

Below is a list of telephone numbers which you may find useful. If you require further information or assistance please contact us on 020 8882 5500

Emergency Numbers

999In an emergency call:

0800 111 999If you smell Gas call TRANSCO on:

Local Police Stations

020 8200 1212Barnet

020 7404 1212Camden

020 8807 1212Enfield

020 8808 1212Haringey

020 8478 1123Redbridge

020 8556 8855Waltham Forest

Electricity and Gas Suppliers

0845 609 1122British Gas

0800 085 0000EDF Energy

0800 096 9000London Energy

0800 781 1212Simply Switch

0845 603 0181nPower

0800 183 1300Powergen

0845 270 0700Scottish Power

0800 195 0101TXU Energy

Water Suppliers

0845 920 0888Thames Water