We know how important our repairs service is to you so we will continually review our current response times and keep you updated of any further changes. Where we can reduce them, we will.
If you report a repair, we will inform you, at the point of issuing an appointment, how we have categorised your repair so that you can be clear on the maximum length of time it will take us to complete. You can report a repair here.
We are also taking some additional measures to ease some of the pressures including increasing our supplier base so that we can place multiple orders and can benefit from shorter ordering times where possible and speaking to partners to see if there are opportunities to share materials in between deliveries.
We will continue to prioritise emergency and urgent repairs, those that could impact on your safety or that of your home.
Emergency:
We aim to respond to emergencies within 4 hours to make safe. In 2025/26 we responded to 99.5% of emergency repairs within 4 hours.
If the repair is not able to be completed at that point, we would make an arrangement to return to complete the repair.
Plus Dane will attend Emergency repairs until 10pm at night, after 10pm Plus Dane will only attend threat to life or extensive property damage emergencies. The service resumes at 8.30am the following working day.
Examples of emergency repairs include:
This is not an exhaustive list, so if you feel you have an emergency or urgent repair, please get in touch so that we can assess it and get you the help you need as quickly as possible.
We acknowledge that it can be disruptive and frustrating to wait for a repair in your home and we know we are responsible for putting this right. However, not every repair requires an emergency response. When deciding how quickly we need to attend, we consider the risk to the household, the time of year and whether there are any vulnerabilities, health concerns or individual circumstances that could be affected.
If anyone in your household has additional needs, a medical condition, a disability, is elderly, very young, or has circumstances that mean these temporary arrangements are not reasonable, practical or safe, please tell us when reporting the repair. The information you provide helps us understand the level of risk and ensure that emergency appointments are prioritised for customers whose circumstances mean they cannot safely wait for a repair.
You can view below examples of what to consider before reporting an emergency repair:
Consistent with the approach taken by other social landlords, a loss of hot water during warmer months will not usually be treated as an emergency repair unless there are additional factors which increase the risk to those living in the home.
During warmer months (April to September), a temporary loss of hot water will usually be managed through our standard repairs service with an appointment arranged to restore the service as quickly as possible. We ask customers to make temporary arrangements for washing and personal hygiene, such as using an electric shower, heating small amounts of water for washing, accessing bathing facilities elsewhere, or using other available sources of hot water.
Leaks will be considered an emergency repair if they cannot be contained and/or are at risk of causing significant damage. Kitchen and bathroom leaks that can be managed using a towel, bowl or another container can normally wait for an urgent repair.
When assessing the leak in your home, consider if it is a supply leak (running constantly) or a waste leak (only leaking when the fixture is in use) and how often the container you are using needs to be emptied or replaced.
When assessing the fault, consideration should be given to whether there is an alternative way of flushing the toilet and whether it can continue to be used safely and hygienically.
If this cistern is slow but still refilling after flushing or if the toilet can be flushed manually by removing the lid and operating the flush mechanism.
Replacing bulbs is not seen as an emergency if an alternate light source can be used. In the summertime and during light hours there may be sufficient natural light in these rooms without having to turn the light on.
These type of doors are known to swell in the heat and can be difficult to close if they have been left open in direct sunlight for an extended period of time. When assessing the issue with the door, it is important to establish whether the door can be closed and the property can remain secure. Check to see if the door can be shut and secured even if some force might be required.
Consideration should also be given to whether any measures can be taken to secure the door by cooling it and reducing the swelling. This includes using a cold wet towel, or using cold tap water or a garden hose, this could help draw out any heat.
Blocked sinks will be considered and emergency repair if there is flooding or a risk of flooding. When assessing your blocked sink, check to see if it is completely blocked or if it is draining slowly. Reasonable steps should be take and in many cases store bought items such as a drainage unblocker or a plunger could resolved this issue.
If your sink is still blocked but there are no signs of flooding, then temporary measures can be used whilst you are waiting for your repair. For example. washing dishes in a suitable bowl or container as long as the water can be disposed of safely somewhere else.
Dripping taps will only be considered an emergency repair if the property is on a water meter and the continuous loss of a water is likely to result in additional charges to you water bill or if the water dripping cannot be contained and poses a risk to safety or property damage.
When assessing the issue, consideration should be given to whether the dripping water can be collected in a suitable container such as a bowl or bucket, and how often that container would need to be emptied. It is also important to establish the severity of the leak, as some taps may drip intermittently while others may run continuously.
We will continue to prioritise emergency and urgent repairs, those that could impact on your safety or that of your home.
Plus Dane will carry out a repair by appointment within 5 working days or outside of this timeframe if otherwise agreed or requested by the customer.
Urgent repairs do not pose an immediate danger but can cause some inconvenience to a customer if left unattended for too long they could also cause further damage to the home.
Examples of urgent repairs include:
Our target to complete routine repairs is 28 days. However, in 2025/26 the average time it took us to complete a routine repair was 19.9 days, so we will aim to get your repair done as quickly as possible.
Examples of routine repairs include:
We have taken steps to improve our service in this area including reorganising teams and introducing specialist teams, so we have a clear focus in priority areas, expanding our working hours to offer early evening appointment slots and working with additional contractors to help us meet demand.
We are making progress on the number of jobs that are currently sitting outside of target and hope for an improved position by autumn.
In order to provide you with an appointment time that we know we are able to commit to, our timeframe for completion of these jobs is within 90 days.
These repairs are those that take a longer time to complete and may need multiple trades people involved.
Example of non-urgent, complex and major works include:
