You have requested the following information. Our response is shown in bold
I would like you to confirm what repairs to council housing the council would define as falling into “urgent” and “emergency” categories. If you have a document or list outlining what kind of repairs fall into these two categories, I would like you to provide me with a copy.
If the council does not have its own definitions for “urgent” and “emergency” repairs, I would appreciate you outlining how the council decides what constitutes an “emergency” or “urgent” repair.
Alternatively, if the council uses other definitions for repairs of varying urgency, I would appreciate you providing me with details of these.
For both the “urgent” and “emergency” repair categories, I would like you to provide me with the council’s target time window (in days, or where shorter, in hours) for delivering the repair.
When requesting a repair, it will be placed it into one of three categories, each with their own priority and timescale:
EMERGENCY - this includes work to remove immediate danger to people, avoid serious damage to the property or make the property secure - attend within 24 hrs - this may require follow up works after making safe
URGENT - this is work that is needed to quickly prevent immediate damage to the property, to overcome serious inconvenience to you or where there is a possible health and safety or security risk - attend within 7 working days
ROUTINE - this is work that is not urgent but cannot wait for our planned programme of works - attend within 90 days