Repair diagnosis & timescales
Our repairs team will guide you through a series of questions to help us diagnose the issue. This makes sure we send the right trade and team to complete your repair. We will always offer you the next available appointment but understand that you have commitments, and will always try to arrange an appointment at a time that suits you. If your repair is assigned to one of our contractors, we will let you know the order number, and they will get in touch to book the appointment.
Depending on the type of repair, and what bpha need to do to fix it, our repairs team will assign a repairs category and timescale.
We always try to put things right straight away; however, this is not always possible due to the amount of work or materials needed. When this happens, we may need to book more visits to complete the repair. These are known as follow-on works.
Where follow-on works are identified, we will explain why they are required, and will add it to our system. We will be in touch within five working days to book the next appointment, and may have to adjust the timescale.
Our repairs categories, definitions and timescales are below.
Category |
Definition |
Examples |
Response Times |
Emergency Repairs |
Repairs that put health and safety at immediate risk or affect structural stability, integrity, or basic security. |
Gas leak, total loss of electric power, water, heating or hot water, building impact damage, uncontainable leak, extensive damp or mould, entrapment in a lift. |
Make safe within 24 hours |
Urgent Repairs |
Repairs required to prevent a safety hazard. |
Partial loss of electric power or water (anytime) and partial loss of heating or hot water (during winter months). |
Complete within 7 calendar days |
Routine Repairs |
Smaller repairs that can be completed in under 4 hours and generally within one visit. |
Leaking gutters, containable leaks, dripping taps, minor carpentry repairs, faulty extractor fans. |
Complete within 28 calendar days |
Non-routine Repairs |
More complex repairs requiring longer than 4 hours, multiple visits/trades, and specialist materials. |
Renewal of doors and windows, roof repairs, structural repairs, major bathroom repairs, large scale plasterworks, renewal of fencing and gates. |
Complete within 90 calendar days |
