When you create a ticket you can set a priority. These are our priority guidelines, it would help us if you can choose the most appropriate priority based on this when submitting a ticket. We may change the priority of a ticket where we feel it is necessary.


Urgent (respond within 2 hours, resolve within 24 hours)

  • Total loss of electrical power
  • Unsafe power or lighting socket or electrical fitting
  • Total loss of water supply
  • Total loss of gas supply
  • Blocked flue to open fire or water heater
  • Heating loss for elderly or vulnerable occupants, or during the period 31 October – 1 May
  • Hot water loss for elderly or vulnerable occupants, or during the period 31 October – 1 May
  • Blocked or leaking drain, soil stack or toilet (where there is no other working toilet)
  • Toilet not flushing (where there is no other working toilet)
  • Leak from water or heating pipe, tank or cistern
  • Insecure external window, door or lock
  • Unable to access property
  • Burst water main
  • Flooding
  • Major fault with electricity supply
  • Gas leak
  • Failure of lift

High (respond within 1 day, resolve within 3 days)

  • Hot water faults or breakdown
  • Heating faults or breakdown
  • Blocked sink, bath, basin drains or toilet
  • Leaking roof
  • Door entry not working
  • Defective cistern or overflow
  • Breaches of security to internal doors and windows

Medium (respond within 3 days, resolve within 2 weeks)

  • Minor electrical faults
  • Minor plumbing leaks or defects
  • Damage to stair treads, banister or handrail
  • Defective flooring
  • Blocked gutters
  • Faulty extractor fan
  • Faulty communal TV aerial
  • Faulty communal internet connection
  • Severe dampness

Low (respond within 3 days, resolve within 1 month)

  • General joinery repairs
  • Repairs to door, windows and floors
  • Repairs to external walls, fences and paths
  • Repairs to walls, brickwork and slates or tiles
  • Repairs to / clearing of gutters and downpipes
  • Repairs to kitchen fittings
  • Repairs to plaster work
  • Dripping or leaking taps or shower units
  • Other minor plumbing repairs
  • Repairs to tiling
  • Easing doors and windows
  • Other minor day-to-day repairs or replacements