Speed of repair

People would obviously like all repairs to their homes done immediately, but L&Q carry out thousands each year so this is not always possible. Instead, we set target times dependant on what the repair is for and how urgent it is. There are three categories of repair:

Emergency (within 24 hours)

This is when:

• The defect presents an immediate danger, such as loose or falling brickwork, gas leaks, electrical faults likely to cause shock or fire.

• Further damage will be caused if the repair is delayed or is a health hazard e.g. burst pipes, severe roof damage, drainage problems causing waste water to back up or flood entrance paths.

Urgent (within 5 working days)

• Faults causing considerable inconvenience or risk, such as a blown fuse to an electrical circuit, loose or damaged stair tread or hand rail, defective multi-point or central heating boiler, loss of staircase lighting, blockages to sink/bath/basin, non flushing WC.

• Minor structural faults likely to create further damage in the short term, such as missing or slipped slates, dripping pipe or waste.

• Front entrance or fire door needing easing and adjusting.

Routine (within 20 working days)

• All other essential repairs

Appointments

Either our contractor or one of our staff will contact you to arrange a convenient time (morning or afternoon) to call to inspect or do the repair.

Please keep the appointment so the repair can be done as soon as possible. A repair will cost more if the contractor has to call again.

You may be entitled to compensation if the contractor or our surveyor fails to call as arranged.

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