Category

Response Period

Rectification Period

Indicative Examples

ROUTINE

[8 hours]

[2 working days]

• Leaking tap

• Sticking door handle

• Electric socket not working in an area which will not affect the function of the room

IMPORTANT

[4 hours]

[8 hours]

• Leaking heating pipe / radiator

• Damaged electrical socket / switch facia plate

• Equipment fault which could affect provision of service

• Blocked toilet

URGENT

[1 hour]

[4 hour]

• Loss of Utilities services

• Broken window

• Fire alarm

• Lift failure - with or without an occupant

• Door access system fault

• Sluice fault

• No hot/cold water

• Single zone heating failure

• External fire door fault