When you contact us to report a repair, we need to determine whether this is an emergency, urgent or routine repair. Below we have set out how long you can expect to wait for your repair to be carried out.
Emergency – within 4 hours or 24 hours
Urgent – 5 working days
Category A – 30 days
Category B – 60 days
Category C – 90 days
Category D – 120 days
Category E – 365 days
When we determine the category of a repair, we will make reasonable adjustments. For example, if you or a member of your household has a disability, we will take this into account to ensure we meet your needs.
Emergency repairs – within 4 hours
We carry out emergency repairs within 4 hours if there is an immediate risk to your health and safety or security, or if a repair has been left incomplete and may cause immediate damage to your home.
Emergency repairs in this category include, but are not limited to:
- fire or flood
- gas leaks
- overflowing sewage in the customers home
- heating system failure in adverse weather
- a socket or switch that is dangerously faulty
- exposed or loose electrical wires
- blocked toilet if it is the only one in the home
- leaking soil stack pipe
- a water leak that cannot be contained inside a property
- a loss of power and/or lighting to all of the property
- checking electrics after flooding/ water penetration
- forced entry and replacement of lock where a person is locked out or inside the property (this repair will be recharged unless you provide a crime reference number)
- re-securing doors where the property is not secure
Emergency repair – within 24 hours
We will carry out emergency repairs within 24 hours if the situation is inconvenient, affects your comfort or if a repair has been left incomplete and may cause damage to your home. This category of repairs includes, but is not limited to:
- loss of heating or hot water (emergency temporary heating will be provided in the meantime during cold weather)
- repair/replacement of defective locks to external doors
- loss of lighting
- defective smoke or carbon monoxide alarms that are permanently wired in
- make safe rotten timber floor boards or stair tread
- internal leaks that can be controlled using a bucket or bowl
- partial loss of water supply or a continuous overflow
- toilet not flushing or a loose, cracked or broken WC toilet seat, sink, bath or wash hand basin
- taps that will not turn off
- rain penetration from roof or guttering into property
- badly cracked glass
- broken or damaged banister rails
- additional security measures if you are a victim of domestic abuse.
All other repair categories
Please see our full list of repair categories and timescales here.
Out of hours repairs
If your report an emergency repair outside of normal working hours (9.00am to 5.30pm, Monday-Friday), our out of hours service will arrange a repair immediately.
Who is responsible for a repair?
If you are not sure whether it is Broadland’s responsibility or your responsibility as a tenant to carry out a repair, please see our leaflet Home Repairs – who is responsible?