How to deal with Repairs

Reporting a Repair

If you have a repair you should report it to the Association by telephoning the office on 01380 850916. If you have an emergency out of office hours or when the office is unattended you can telephone. (See Emergency contact no.).

You will need to identify yourself as a tenant of Wiltshire Rural Housing Association. This service is only for emergencies and all other repairs should be reported to the office in the usual way.

You will receive a copy of the order placed, which will include a target date for the repair. The contractor will contact you direct to make arrangements to carry out the work.

Day to Day response times for repair items.

We use three categories now P1, P2 and P4 with both Sherston Property Services and Ultra Warm.  P3 is no longer used.

These can be regarded as the normal response times for a particular repair request.  Variances can and will be made depending on circumstances, age and type of tenant, safety, security or emergency criteria etc.

Please bear in mind that if you arrange an attendance date which is outside the number of days for a particular category then the order will be moved to the next category - for example from a P1 to a P2 or from a P2 to a P4.

The Association will give the following priorities to repairs:


This is a repair which puts health, safety or security at immediate risk or adversely affects the structure of the building. Repairs will normally be dealt within 24 hours or less depending on time of order.


  • Loss of heating or hot water for vulnerable tenants at any time of year
  • Loss of heating or hot water for any tenant between October 31 and May 1
  • Total loss of water
  • Total loss of gas supply
  • Gas leak - this may require a call to the Gas Emergency number
  • Blocked flu to boiler
  • Burst water main
  • Blocked main drain, soil pipe or sole WC
  • Total loss of electrical supply
  • Major electrical fault
  • Unsafe electrical fittings
  • Breaches of security to the windows or outside doors
  • Fire damage, flooding or bad storm damage
  • Offensive or racist graffiti


These are normally repairs which are likely to lead to further deterioration of the building. These are normally dealt with within 7 calendar days.


  • Minor plumbing leaks and defects
  • Blocked sinks, baths, basins or toilet if there is more than one
  • Defective cistern or overflow
  • Total loss of heating or hot water for any tenant between May 1 and October 31
  • Heating breakdown
  • Hot water breakdown
  • Minor electrical faults such as loss of power to 1 room
  • Roof leaks
  • Urgent repairs to joinery such as stair treads, hand rails etc.
  • Hazards that could cause trips or falls internally or externally
  • Door lock faults where there is no loss of security


These are repairs which can be deferred without serious discomfort, nuisance or inconvenience. These should be attended to within 20 working days.


  • Repairs to doors, windows and floors, general joinery
  • Repairs to plaster or tiling
  • Repairs to kitchen fittings
  • External repairs of all kins that do not pose a risk
  • Easing of doors and windows
  • Faults to extractor fans
  • Repairs to leaking taps or showers
  • Non security glazing
  • Repairs to rainwater goods
  • Repairs to external drains
  • Repairs to fencing or gates
  • Heating faults that do not effect supply
  • Hot water faults that do not effect supply
  • Minor electrical faults
  • Blocked gutters or downpipe
  • Assessment of dampness
  • Security of internal doors or repairs to window furniture
  • Graffiti
  • Repairs to external walls, fences and paths which could pose a risk
  • Masonry or roof tile repairs that could pose a risk
  • Repairs to broken taps
  • Estate and garden works
  • Other minor day to day repairs that are not urgent

The Right To Repair

Under the terms of your tenancy agreement, you have the Right to Repair and the Association has certain obligations to carry out repairs within a set timescale.

In some circumstances, if the Association fails in its duty to attend to an Emergency (priority 1) or Urgent (priority 2) repair within the specified time, and after a further request from the tenant again fails to complete the work within a second specified period, you may be entitled to compensation from the Association. This will only apply to repairs which cost no more than £250.

Compensation will be £10, plus £2 per day (up to a maximum of £50) for every day the repair remains outstanding at the end of the second period. Compensation would be subject to the tenant having no outstanding rent arrears.

The Right to Repair will not apply if you have failed to provide access.

Please note, it is acceptable for the Association to carry out temporary repairs within the set time limit and return later to complete the work.

Copyright © 2015 Wiltshire Rural Housing Association  |  All Rights Reserved
Wiltshire Rural Housing Association
New Hall
Market Place
SN12 6EX

t: 01380 850916