Timescales
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For emergency hazards that are identified
Timescales
Investigate and take action on all emergency hazards as soon as reasonably practicable and within 24 hours of becoming aware of them.
Obligations
Emergency accommodation offered to customer, if the emergency hazard cannot be resolved.
Provide written summary of any further planned repairs within 3 working days of the investigation concluding.
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For significant hazards that are identified
Timescales
Provide written summary of any further planned repairs to the customer within 3 working days of the investigation concluding.
Begin safety works within 5 working days of concluding the investigation, preventative works within 5 working days or completed within 12 weeks.
Obligations
Summary clearly outlines the outcome of the investigation – including hazard type, actions, timescales and next steps. To be delivered in person, by post or electronically.
Repairs must be completed within a reasonable time.
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Any further work required
Timescales
Within 5 working days of the investigation concluding.
Obligations
If work cannot begin work in 5 working days, it must be done as soon as possible. Work must be physically started within 12 weeks.
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Alternative accommodation
Timescales
When required.
Obligations
If safety work cannot be completed within the specified timeframes, the tenant must be offered suitable alternative accommodation.
What is an emergency hazard?
The government defines it as:
- A hazard posing an imminent and significant risk of harm to the health and safety of the tenant
- A reasonable social landlord would take steps to make safe within 24 hours, such as a gas leak, broken boiler, electrical issues, structural defect, water leaks
What is a significant hazard?
- A hazard posing a significant risk of harm to the health or safety of an occupier
- A reasonable social landlord would take steps to make safe urgently, but not within 24 hours
Steps you can take
We will act quickly, but you have a role, too:
Clean small mould patches and keep your home well-ventilated and heated where you can.
Watch our video for more tips on how to minimise the risk of your home developing serious damp and mould. https://youtu.be/fM_4ip1e000
Spotted a serious issue? Please let us know. We’re here to listen and act.
Video inspections for damp and mould
We now offer customers the option of virtual video inspections for damp and mould issues - another way for customers to get the support they need in their homes.
Introduced as part of our ongoing commitment to improving services, a video inspection will enable us to carry out investigations remotely.
Find out how to book your appointment.