How long will my repair take?
When you report a repair, we give the repair a priority. This determines how quickly it will be done. Our contractor is given a target date by which they must complete the repair. The target date is measured from the day you report the repair to us. We measure the performance of our contractors on repairs that are completed by the target date. If your repair is not completed on time, you should phone us on 01235 515900, freephone us on 0800 014 1545, or email housing@soha.co.uk Click here to read more about Soha's Contractors.
Priorities
| Emergency |
2 hours |
We will respond in 2 hours if there is immediate danger to you or others |
| Priority 1 |
24 hours |
We will complete the work within 24 hours if the repair causes serious inconvenience to you or is causing serious damage to your home |
| Priority 1½ |
3 days |
October-March only, for loss of heating or hot water we will complete the work within 3 calendar days |
| Priority 2 |
1 week |
We will complete the work within 1 week if the repair causes you inconvenience or is causing damage to your home |
| Priority 3 |
4 weeks |
We will complete the work within 4 weeks if the repair is not causing an inconvenience to you and there is no danger to you or others |
Examples of repair priorites:
| Priority Category |
Response Time |
Repair Examples |
| Emergency |
2 hour response |
Gas leak
Water leaking through ceiling
No electricity
Hot water running into cold system |
| Priority 1 |
Complete within 24 hours |
Blocked toilet (if only 1 toilet)
Broken window
Partial electricity loss
No heating in winter (October to March)
for vulnerable or older persons. |
| Priority 1½ |
Complete within 3 calendar days |
No heating and/or hot water in winter (October to March) |
| Priority 2 |
Complete within 7 calendar days |
No heating and/or hot water (April to September)
Renew front or rear door lock
Repair/ renew light fitting |
| Priority 3 |
Complete within 28 calendar days |
Adjust sticking door
Blocked guttering
Repair gate or fencing
All other routine repairs |