These are repairs which could cause an immediate health hazard or danger to you or your neighbours, or could cause significant damage to your home:

• Burst water pipes or storage tanks
• Dangerous electrical faults
• Gas escapes
• Insecure doors or windows following vandalism or a break-in
• Person trapped in a lift
• Severely blocked or leaking drains
• No hot water
• No heating
• Toilet not working where there is only one in the property.

We aim to respond to emergency repairs within two hours.

Urgent repairs are ones which do not pose any immediate danger, though they will likely cause further damage and inconvenience if they are not attended to.

Examples of urgent repairs include:

• Insecure external window, door or lock
• Toilet blocked or not flushing
• Blocked sink, bath or basin
• Tap which cannot be turned.

We aim to respond to all urgent repairs within seven days.

Routine repairs are ones which don’t cause such inconvenience or discomfort that they require urgent attention, such as windows sticking or a loose bath panel.

We aim to respond to all routine repairs within 28 days.

Planned maintenance is work planned at your home in advance to ensure it remains safe and in good working order. Examples of planned maintenance work includes external painting, window and door replacements, heating system replacements and annual gas safety checks. You will be contacted in advance by Celtic Horizons or a contractor to carry out any surveys which may be required prior to the work commencing.