Once you have reported your repair, our team will assign your repair with a classification.

An Emergency will be attended to within 6 hours, Urgent will be responded to within 7 Calendar days. Non-urgent Repairs are attended to within 14 calendar days, and Routine Repairs will be dealt with within 31 calendar days.

When you receive your works order, it will show the classification of your repair together with the date by which the repair should be completed. Orwell’s repairs classifications are as follows.

1. Emergencies

These will be dealt with within 6 hours.

• Total loss of electrical power – if you have a card meter please check you have credit on the card
• Unsafe power, lighting socket or electrical fitting likely to cause injury
• Total loss of water supply
• Total or partial loss of gas supply or leak
• Blocked flue to open fire or boiler
• Total or partial loss of space or water heating where there is an older person or person with a disability
• Blocked or leaking foul drain, soil stack, or (where there is no other working toilet in the property) toilet pan.
• Uncontrollable leaking from water or heating pipe, tank or cistern
• Insecure external window, door or lock
• Structural damage to property e.g. fire, storm or flood
• Failure of lift
• Failure of warden call alarm system
• Faulty fire alarm system
• Offensive or racist graffiti

2. Urgent Repairs

These are less serious than emergencies and will be dealt with within 7 calendar days. Some examples are (this is not an exhaustive list):

• Blocked sink, bath or basin (this may be a rechargeable repair)
• Defective cistern or overflow
• Minor plumbing leaks/defects
• Leaking roof (of property – not sheds/outbuildings)
• Faulty timber flooring or stair tread
• Door entry phone not working
• Loose or detached banister or hand rail
• Graffiti
• Smoke detectors – check that the battery does not simply need replacement
• Partial loss of electric power

3. Non-urgent Repairs

These will be dealt with within 14 calendar days.

• Renew door furniture
• Renew lock
• Overhaul window
• Redecoration works
• Replace taps
• Renew wash hand basin/bath
• Replace light switch/socket outlet

4. Routine Repairs

These will be dealt with within 31 calendar days.

• Fencing repairs
• Roofing repairs
• Kitchen unit repairs
• Plastering repairs
• Wall tiling repairs
• Guttering repairs
• Glazing repairs
• Replace bath
• Replace storage heater