How we deal with repairs

At MWS we provide a 24 hour emergency repair service 365 days of the year. Where possible our own trade staff will carry out your repairs. On occasions, when this is not possible, we will send one of our contractors that we work closely with.

As well as the repairs we carry out when you report them to us, we have ongoing programmes for planned improvements and works that are of a recurring nature.

All repairs are classified as being emergency, urgent or routine and the target times for completing certain jobs are shown below. These rely upon your co-operation with our surveyors, trades staff and contractors in providing reasonable access. Response times for all repairs are measured from the time a repair is reported.

Response times

Emergency Repairs – we aim to carry these out within a 24 hour period. For example:

    • Storm, accident or flood damage
    • Gas leaks
    • Dangerous electrics or loss of power supply
    • Blocked or leaking foul drain
    • Blocked toilet where there is only one in your home (but you may be charged if you or your family have caused the blockage)
    • Major water bursts
    • Major roof leaks
    • Major window / door security
    • Blocked flue.

Urgent Repairs – we aim to carry these out within 5 working days. These are repairs that don’t threaten your health or home but which are a serious inconvenience.   For example:

    • Minor roof leaks
    • Heating repairs (except replacement systems)
    • Unusable wash basin or bath
    • Loss of hot water

Routine Repairs – we aim to carry these out within 20 working days. These are repairs that are needed to put something right that isn’t causing serious inconvenience. For example:

    • Re-pointing brickwork
    • Repairs to paths
    • Broken wall tiling
    • Internal plaster repairs
    • Fencing
    • Minor plumbing leaks
    • Failure of extractor fans
    • Defective gutters and, or, rainwater pipes

When you report a repair, we have to decide whether it’s an emergency, urgent or routine repair. As this may sometimes depend upon the special needs or circumstances of you or your family, it’s essential that you give as much information as possible when reporting a repair.