Repair response times

Apex categorises repairs into three categories. Each have a maximum response time to complete the job:

• Emergency – 24 hours
• Urgent – 4 working days
• Routine – 20 working days

Emergency Repairs – with 24 hours

Emergency repairs are those which affect your immediate health and safety, or will severely damage the dwelling if they are not dealt with promptly. Apex’s contractors are required to respond to emergency repairs within a maximum of 24 hours.

Example of repairs categorised as emergencies are:

• Complete breakdown of heating system (no heat)
• Major structural damage
• Complete breakdown of electrical services (no lights or no power)
• Leaks from plumbing that cannot be contained, e.g. a burst water storage tank
• Smoke detectors not working
• Blocked toilet where only one toilet exists in the dwelling

Full details and guidance can be found in section 9.0 of your Tenants manual

Urgent Repairs

Urgent repairs are those which need to be carried out quickly, but do not pose an immediate threat to your safety or the structure of the building. Our contractors are required to respond to urgent repairs within a maximum of 4 working days.

Examples of repairs categorised as urgent are:

• Partial breakdown of heating system, such as radiator in one room not heating
• Sockets or switches not working or fuses continually ‘tripping’
• Overflows running from water tanks or toilet cisterns
• Repairs to external door locks

Full details and guidance can be found in section 9.0 of your Tenants manual

Routine Repairs

Routine repairs are those of a minor nature with little inconvenience to you or damage to the dwelling. Our contractors are required to respond to routine repairs within 20 working days.

Examples of repairs categorised as routine are:

• Internal or external doors to be adjusted
• Repairs to broken fences or gates
• Repairs to gutters and downpipes
• Repairs to kitchen units

Full details and guidance can be found in section 9.0 of your Tenants manual