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Repair priorities


We’re extremely busy dealing with customer queries at the moment and, as a result, it may take us longer than usual to get back to you.

We’ll continue to keep you updated when we can, however, we may not be able to meet the timescales set out in our service standards.

We thank you for your continued patience and apologise for any inconvenience caused.

Emergency (we’ll fix or make safe within 24 hours)

This is when your health, safety or security is at risk, or the structure of your home could be harmed. Examples include an insecure door or ground floor window and substantial leaks that cannot be isolated or contained. A further routine or urgent repair appointment may be needed to complete any necessary repairs required after your property has been made safe.

Urgent (completed within seven calendar days)

Urgent repairs are where the repair isn’t an immediate risk but needs to be completed as a priority. Examples of urgent repairs include partial loss of electricity and lighting, a tap that cannot be turned on or off, and rodent infestations inside properties and internal communal areas owned by Longhurst Group.

Routine (completed within 28 calendar days)

Issues that don’t put your health, safety or security at risk or cause harm to the structure of your property. Most repairs fall under this category, including repairs to kitchen units, bathrooms, general electrical repairs, plumbing and containable leaks.

There may be instances, due to the complexity of the work or when new parts need to be ordered or made, that mean the repair can’t be completed within the above timescales. If this happens, you’ll always be kept informed.

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