A responsive and efficient approach
Amber Housing are committed to delivering an efficient and responsive service for everyone who use our services.
We use a traffic light priority system when responding to repairs. This means that we target our response to minimise health & safety risks and reduce the time that essential facilities are out of action. This is how we will respond to particular types of repairs:
Priority 1 – Emergency Repairs
A response within 4 hours to make safe and repaired within 24 hrs.
- Uncontrollable plumbing leaks
- Dangerously exposed wiring
- Dangerous building structure
- Total breakdown of heating systems and hot water supplies where no alternative means of heating is available to occupiers
- Passenger lifts, Stair Lifts, Platform/Step Lifts in registered care homes where residents cannot be moved elsewhere in the home
- Nurse call system failure
- External Door Entry System failure (electronic door opening at Care Homes)
- Key pad door entry lock to medicine storage rooms
- Broken/defective window restrictors to upper floors
Priority 2 – Urgent Repairs
A response within 24 hours to repair/overcome the worst effects of the emergency* and complete the repair in 7 days:
- Breakages/damage to windows and doors at ground floor or basement level which may result in a breach of building security
- Major but controllable water leaks
- Other Electrical faults
- Blocked toilets and sinks
- Water overflows e.g. from internal water storage tanks
- Damage to building structure or essential fixtures and fittings
- Major drainage faults
- Partial heating failure (see also Repairs to Central Heating below.)
- Missing roof tiles causing substantial water penetration to ceilings
- Resets of fire alarm panels
- Breakdown of laundry equipment where no alternative machine is available
- Cookers and refrigeration break downs
- Repairs to specialist equipment such as hoists, specialist baths, sluices & macerators
- Dishwashers in care homes occupied by more than 6 residents
- Fire door faults including door closures and guards
- Emergency lighting failure
- Carpet/tiles fixing where it compromises safety
- Tree works posing an immediate health & safety risk
Priority 3 – These are Non-Urgent Routine Repairs
Response within 7 days – repair completed within 28 days:
- Blocked gutters & broken rainwater pipes
- Repairs to internal doors no security issues
- Broken or defective windows doors locks/ handles(unless security is compromised)
- Minor roof leaks
- Repairs to bathroom and kitchen fittings e.g. kitchen cupboards.
- Plaster defects to ceiling/walls
- External repairs e.g. fencing, drainpipes, guttering etc.
- Drainage faults
- Dripping taps
Links | Report a Repair | What we need to know