Responding to repairs

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:

• Serious electrical faults  
• Loss of power 
• Insecure property 
• Major leaks which cannot be contained or leaking on electrics
• Lifts not operational, in an extra care scheme
• Loss of heating in winter months or if the customer has a medical condition that would be made worse by the lack of heating or hot water over night
• Faults to fire detection and fire safety equipment.  

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.

Urgent:

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:

• A non-working shower, but customers have other means of bathing,
• A toilet that has to be flushed with a bucket of water,
• A leak that can be contained

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:

• Repairs to internal doors
  Patch plastering walls and ceilings 
  Repairs to heating controls such as radiator valves and thermostats
• Re-fixing loose tiling to floors and walls
  Repairs to kitchen units (not involving replacement handles or hinges)
• We are experiencing high volumes of repairs and in some cases, we are not meeting our target timescale for repairs categorised as routine.

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:

• Larger plastering jobs
• External pointing or rendering
• Internal door replacements
• Re-glazing
• Vinyl floor replacement 
• Gutter leaks
• Repairs to out-houses 
• Flat roof renewal
• Chimney renewal
• Repairs where scaffolding is required
• Floor renewal
• Large areas of paving
• Major fencing works