Types of repair

Below is a list of the types of repair and the length of time that it will take for us to repair these.

Emergency repair

An emergency repair is defined as something which could not have been foreseen and which could cause danger to health, tenants’ safety, or serious damage and destruction to property. Emergency call out contractors will usually make safe to enable full and proper repairs to be undertaken during normal working hours. The types of work they attend include:

  • Severe roof leaks
  • Burst pipes
  • Blocked drains
  • Blockage of your only toilet
  • Loss of electrical power or light
  • Loss of gas
  • Loss of heating in cold weather where the temperature is 5 degrees or below and there is no other form of heating available
  • Loss of immersion heater if this is the only source for hot water

We recognise that older people and vulnerable tenants may need special consideration in certain circumstances.

If a contractor is called out to carry out a repair as an emergency when an emergency repair is not justified then you are liable to be charged for all costs concerned.

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Emergency repairs will be carried out within 24 hours.

Emergency repairs out of office hours

Newydd’s office is open Monday-Friday 9.00am-5.00pm. Outside of these hours we will only respond to emergency repairs.

To report an emergency repair out of office hours, you should ring us on 0303 040 1998 in the usual way, then follow the menu system and your call will be directed straight to one of our out of hours contractors. You should not report an emergency repair using Newydd’s website.

Our aim in dealing with emergency repairs out of hours is to ensure the repair is made safe in the first instance. In some cases a full repair will be possible and will be completed at the first visit, but it may be that our contractors will have to make the repair safe and then return to complete the repair in normal working hours. You should be aware that if false information is deliberately given to our contractors and it turns out that the repair is not deemed an emergency, you will be charged for the ‘call out’ and possibly the cost of the repair.

Urgent repairs

These are repairs which materially affect your comfort or convenience. In certain circumstances these repairs could be treated as emergencies. The list includes:

  • Partial loss of electrical power or light
  • Unsafe power, lighting socket or electrical fitting
  • Partial loss of water or gas supply
  • Loss or partial loss of space or water heating
  • Blocked or leaking drains, or soil stack
  • Toilet blocked or not flushing
  • Blocked sink, bath or basin
  • Tap which cannot be turned
  • Leak from water or heating pipe, tank or cistern
  • Leaking roof
  • Insecure external window, door or lock
  • Loose or detached stair hand rail
  • Rotten timber floor or stair tread
  • Door entry phone not working
  • Extract fan not working in a kitchen or bathroom with no other ventilation.

Urgent repairs will be completed within 7 days.

You may be entitled to compensation if we fail to carry out urgent or emergency repairs on time. This does not apply if we have been unable to gain access to your home to carry out the repair, or for particularly expensive jobs. Ask us for a copy of our compensation policy.

Routine repairs

These are less urgent repairs that can wait a short time (up to 28 days) before being dealt with and include minor problems with toilets, baths,sinks, doors or windows sticking, plaster repairs, brickwork, and other nonurgent internal and external repairs.

Planned maintenance

Where maintenance can be planned in advance we can arrange for it to be done on a group of homes at the same time, so as to keep costs down. This will include work to your home to ensure that it remains in good order, and provides safe accommodation for you and your family. Examples include external painting, repairs to doors and windows in preparation for painting, boiler replacement, annual servicing of gas appliances and central heating, and inspection and testing of appliances that we supply. You will be contacted in advance by the contractor or ourselves to carry out any surveys which may be required prior to the work commencing.